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History Hack

Support & SLA

Mon–Fri, 7 AM – 5 PM CT

TroopToTeacher Technologies provides dedicated support for History Hack to ensure uninterrupted access for students, teachers, and administrators. This page documents our support channels, response commitments, and escalation procedures.

Contact

Email
trooptoteacher31@gmail.com
Primary support channel for all requests

What We Support

Technical Issues
App not loading, pages not displaying, broken links, or performance problems
Content Questions
Questions about curriculum alignment, standard coverage, or content accuracy
Accessibility Requests
Requests for accommodations, alternative formats, or accessibility barriers
Security Concerns
Report a vulnerability, data concern, or suspected security issue
Account & Access
SSO login issues, role assignments, or permission questions

Service Level Commitments

P1Critical

Service is completely unavailable for all users, or a security vulnerability has been identified.

Response Time
4 hours
Resolution Target
24 hours
P2High

A major feature is unavailable or significantly degraded for a classroom, school, or group of users.

Response Time
8 business hours
Resolution Target
48 hours
P3Standard

A non-critical issue, feature request, content question, or general inquiry.

Response Time
1 business day
Resolution Target
5 business days
P4Enhancement

Feature suggestions, curriculum feedback, or general product improvement ideas.

Response Time
3 business days
Resolution Target
Acknowledged and tracked

Support Hours

Standard Hours
  • Monday – Friday: 7:00 AM – 5:00 PM CT
  • Saturday – Sunday: Closed
  • Federal holidays: Closed
Critical Issues (P1)
  • Monitored 7 days a week during school year
  • P1 alerts are escalated immediately
  • Service outages addressed within 4 hours

Escalation Process

1
Initial Contact
Submit your request via email. Include a description of the issue, the affected page or feature, and any error messages.
2
Acknowledgment
You will receive a confirmation with a ticket reference number within the response time for your issue severity.
3
Investigation
Our team investigates and provides status updates. For P1/P2 issues, updates are sent every 4 hours until resolved.
4
Resolution
A fix is deployed and confirmed with the reporting party. Root cause analysis is provided for P1 incidents.
5
Follow-Up
Post-resolution check-in within 48 hours to confirm the issue remains resolved.

Security Vulnerability Reporting

If you discover a security vulnerability, please report it immediately to trooptoteacher31@gmail.com with the subject line “SECURITY”. Do not disclose the vulnerability publicly until we have confirmed a fix. We commit to acknowledging all security reports within 4 hours and providing a remediation timeline within 24 hours.

This Service Level Agreement applies to all district and school deployments of History Hack. Response time commitments begin when the request is received via email during standard support hours. Requests received outside business hours begin their SLA clock at the next business day opening (7:00 AM CT). TroopToTeacher Technologies reserves the right to update this SLA with 30 days written notice to active district partners.