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Support

Overview

Support required will vary between projects and the SLA and usage profiles. This page contains some guidelines for both the development team and the support team to follow.

Severity Levels

Level Description SLA
1 Critical - System down <1 hour
2 High - Major functionality broken <4 hours
3 Medium - Minor functionality broken <8 hours
4 Low - Cosmetic or minor issues <24 hours

Alternatively, the following can be used:

Level Description SLA
1 Critical - System down <1 hour
A Significant loss or degradation of service, production impacted. <2 hours
B Moderate loss or degradation of service, production impacted. <4 hours
C Minor loss or degradation of service, production impacted. <8 hours

Obviously the timeframes in each of the above cases will depend on the project and the SLA in place.

Support Process

The support process will vary depending on the project and the SLA in place, but the following is a general guideline:

  1. Ticket Creation

    • Tickets should be created in the support system by the user or the support team.
    • The ticket should contain as much information as possible, including screenshots, logs, and any other relevant information.
    • The ticket should be assigned to the appropriate team member or support person.

  2. Ticket Triage

    • The ticket should be triaged by the support team to determine the severity level.
    • The ticket should be assigned to the appropriate team member based on the severity level.
    • The ticket should be updated with the severity level and any relevant information.

  3. Ticket Resolution

    • The ticket should be resolved as quickly as possible, depending on the severity level.
    • The ticket should be updated with the resolution and any relevant information.
    • The ticket should be closed once the issue is resolved.

  4. Ticket Closure

    • The ticket should be closed once the issue is resolved.
    • The ticket should be updated with the resolution and any relevant information.
    • The ticket should be marked as closed in the support system.

Support Tools

The following tools can be useful for the support team:

This will depend on the implementation in place for each project, but will usually involve dashboards and log monitoring tools. Remedy or another third party ticketing system may also be used to track issues.