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We reduced the number of screens, ticket categories and ticket types you need to navigate through in order to submit a ticket. Simply select the option that best fits your issue, all from the home screen. We have also refined the fields captured in the tickets submission forms to make sure your issue gets to the right stakeholders with the necessary urgency.
Automation of incident classification & resulting workflows
When an incident occurs, rapid triage enables the rights stakeholders to be engaged with the appropriate level of urgency. Per our SLAs, incidents are categorized in multiple levels of severity. These severity levels are based on the level of impact to your business operations and the type of incident (ie, outage, malfunction, etc.).
You will now have one submission form for all incidents, and you will be asked to provide information on the incident type and severity. The ticket will automatically be triaged and initiate notification workflows according to the agreements in our SOPs and SLAs according to the matrix below. Please note that we reserve the right to re-classify tickets based on follow-up discussions and investigations.
How severe is the business impact? | ||||
What type of outage or incident are you experiencing | Blocks most or all users’ business-critical operations | Blocks a minority of users’ business-critical operations | Affects, but does not block, regular operations | Minimal impact to regular operations |
Data integrity is compromised | SLA Level: L1 | SLA Level: L1 | SLA Level: L1 | SLA Level: L1 Priority: Blocker |
Complete loss of the entire service, such as an outage | SLA Level: L1 | SLA Level: L1 | SLA Level: L2 | SLA Level: L2 |
Complete loss some application functionality, or severe degradation of the service | SLA Level: L1 | SLA Level: L2 | SLA Level: L2 | SLA Level: L3 |
Malfunction of an application functionality | SLA Level: L1 | SLA Level: L2 | SLA Level: L3 | SLA Level: L3 |