Support Flow

How tickets and errors are reported and handled.

Ticket Resolution Flow

Ticket Severity Level

Issues are logged as tickets and may be assigned severity levels. Tickets are typically handled and resolved according to the severity level.

1. Enhancement. No user is affected but an enhancement may be favourable ➼ expected resolution time is at the discretion of the Platform Provider.

2. Low. Affects a low amount of users or is not app- or platform- breaking ➼ expected resolution time is 5 - 10 days.

3. Medium. Affects a minority of users or is app- and/or platform-breaking in isolated, specific scenarios ➼ expected resolution time is 3 - 4 days.

4. High. Affects a majority of users or is app- or platform-breaking in a majority of scenarios ➼ expected resolution time is 1-3 days.

5. Severe. Affects all users and is app- or platform-breaking in multiple cases ➼ expected resolution time is 1 day.

Error Reporting Flow

Step	Details & Etiquette	Issue State
Gather Information & reproduce the error	The issue is reproduced by the Platform Operator and further information is gathered from the affected party/ies in order to facilitate debugging. Platform Operator handles initial troubleshooting with affected user(s) and the Subscriber to confirm the error.	Error Confirmed
Report to Operator	A ticket is created wherein the issue is described in detail. Screenshots, videos, and details about affected users are included. No screenshots or personal details of comms with subscriber to be included (privacy breach).	Pending Evaluation
Evaluation Issue is evaluated and the level of severity established.	Platform Provider responds to the Operator and indicates if further details are needed. Severity level is assigned.	Evaluated
Scheduled Issue fix is scheduled by Provider based on severity.	See: Ticket Types	Scheduled
Testing & Staging Issue fix is tested on staging environment or released immediately.	Depending on the nature of the fix, it may be released to staging first and tested there before a live release.	QA Testing
Release Issue fix is released to live environment.	This may require app updates.	Closed

Feature, Custom or Integration Handling

Feature, Custom or Integration Request. Platform Operator receives and evaluates the request and creates a detailed brief for the Provider.	Open
Evaluation. The Provider evaluates the brief, assigns a Solutions Architect and responds with an available consultation time.	Evaluated
Scoping. The Solutions Architect creates a brief and cost estimate. If needed a workshop is scheduled to include relevant subscriber stakeholders.	Pending
Development Scheduled. Once approved, the Solutions Architect schedules development of the custom request, at their discretion.	Scheduled
Testing & Staging. Development is tested in a staging environment and released when all tests have been passed.	QA Testing
Release & Monitor. The custom feature is released and monitored for issues before being closed.	Monitor & Close