Web & Mobile Browser Requirements (Windows/Mac - Android/iPhone) and Service Level Agreement

Web Browser Requirements (Windows & Mac) 

*Support is for the current version of the browser and up to 2 previous versions

Mobile Requirements

• iOS 8.4, 9+ or 10+ and are compatible with iPhone, iPad & iPod touch
• Android – 4.4 or later (up to and including 7) and are compatible with Android phones and tablets

Peterson's , LLC Service Agreement -

This Service Level Agreement (SLA) specifically describes the web support services provided by Peterson's, LLC as it relates to www.petersons.com and any other websites hosted or supported by Peterson's, LLC

For quickest results you should open a ticket via email sending it to support@peterson.com.  Assistance may also be obtained via telephone.  Please call 720-605-3447, M-F, 8am – 4pm, Mountain Standard Time (MST).  Before submitting a ticket please check the “Customer’s Frequently Asked Questions” to see if you can resolve the issue with the information provided there.

You are responsible for meeting and maintaining the minimum technical requirements for your selected purchase in order to access certain features of your Program. Access to Programs may require internet access, for which Peterson’s LLC is not responsible.  

Coverage Hours

• Web support is available Monday through Friday, 8am to 4pm, Mountain Standard Time on regular business days.

This SLA will support User Issues including but not limited to:

• Passwords not working
• Accounts having access issues including access to test, video instruction and online prep course

These types of issues are fixed within 24 hours (usually same day unless the issue occurs later in the day or during non-working weekend hours.

Website/Portal Issue – Depending on severity of issue and number of users impacted:

• Tier 1 – impacts at least half of all users and/or major loss of website functionality: requires immediate fix.
• Tier 2 - impacts a smaller number of users but still impacts partial website functionality (broken link to a product): requires fix (or work to begin on fix) within 24 hours of receipt of issue
• Tier 3 – minimal impact on users; site functions fine – may have a typo or an issue with a link that is not for an internal product – depending upon issue, fix within 1 to 2 weeks’ time

Content Issues –

• Regular Scheduled updates should be completed on the portal within 2 weeks of ticket creation
• Unscheduled updates include any issues with content where updates are needed but were not parts of Regular Scheduled updates. Time frame for completion of update(s) will be based by the severity of issue and content groups availability.

Other Request

• Requests not covered in the SLA should be submitted via email to support@petersons.com