Two Story Robot's goal is to help SMS users achieve success in their role and to support all users of the system. We offer best-effort support to self-hosted districts, and premium support for hosted districts as part of their SMS or Moodle plan.
For premium support, 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.
Districts are not billed for any support enquiries which are found to be the result of a bug in SMS or our hosting infrastructure. Additionally, districts are also not billed for all upgrade-related support time, as upgrades are included in your SMS plan. To support you with any other SMS-related tasks or information, districts are billed at the regular support rate.
We have an automated monitoring system that keeps an eye on your SMS 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.
If you have any questions at all about billing or support tasks, feel free to ask us at [email protected]