Two Story Robot's goal is to help users achieve success in their role and to support all users of the system. We offer premium support for districts hosted with us, as part of their SMS or Moodle plan.
We aim to respond to queries within one business day. In practice, our typical response time is faster than that. However, it can also be longer during high volume periods. We will prioritize high importance support tasks and appreciate any patience.
For Moodle hosting, districts hosted with us are not billed for any support enquiries which are found to be the result of a bug in our hosting infrastructure. Additionally, districts are also not billed for all upgrade-related support time, as upgrades are included in your Moodle plan. To support you with any other Moodle-related tasks or information, districts are billed at the regular support rate.
Please note: All plugin-related work is considered a billable support task. More information below:
We have an automated monitoring system that keeps an eye on your Moodle server, workers, databases, caches, logs, email servers, and more to ensure that things are working great for you. This is all included in your plan.
For more information on our policy and handling for upgrades, see this document:
If you have any questions at all about billing or support tasks, feel free to ask us at [email protected]