This article includes the properties exclusive to each level a support item has, and how to determine which one your ticket relates to.
If you are not familiar with the process of submitting a support ticket item, please read through this article: Opening a Support Request
When reporting an issue please provide-
- The area of the app that is affected
- Steps to reproduce
- The platform/version the issue occurred on
- Screenshots or videos
- Any additional information that may help us quickly diagnose the issue
- The severity and priority of the request (see below)
Severity
The severity of a support request is based on the effect of that issue has on the system. Severity generally indicates the level of impact to end-users of the system.
Cosmetic (4):
Inquiry regarding a routine technical issue, information requested on application capabilities, or a bug affecting a small number of users. An acceptable workaround is available.
Minor (3):
There is a partial, non-critical loss of use of the application with a medium-to-low impact on usability, but the application continues to function. A short-term workaround is available, but not scalable.
Major (2):
Major functionality is impacted or significant performance degradation is experienced. The issue is causing a high impact on portions of the application and no reasonable workaround exists.
Critical (1):
Critical production issue that severely impacts the use of the application. The issue halts the usability of the application and no procedural workaround exists.
Priority
Priority is how quickly a support request should be fixed. Priority indicates the sense of urgency for dealing with the problem.
Low (4):
The bug is given the least attention. It may or may not be considered for the next feature release.
Medium (3):
The fix may be considered for a hotfix release or for the next feature release.
High (2):
The bug has to be resolved in a hotfix release as soon as possible as it affects the system severely and some part(s) of the system can’t be used until the bug is fixed.
Immediate (1):
It is a bug that is a major blocker and has affected the functionality of the whole system. The fix is to be deployed immediately in a hotfix release.
*Immediate=Critical in Azure Devops
SLA Response Matrix (Support)
How long a support ticket will take to be fixed and released-
|
Cosmetic |
Minor |
Major |
Critical |
|
|
Low |
Within 10 business days |
Within 10 business days |
Within 5 business days |
Within 5 business days |
|
Medium |
Within 10 business days |
Within 7 business days |
Within 5 business days |
Within 2 business days |
|
High |
Within 10 business days |
Within 5 business days |
Within 2 business days |
Within 1 business day |
|
Immediate |
Within 5 business days |
Within 2 business days |
Within 1 business day |
Within 1 hour |
Having this information logged on the ticket will help to determine which items have precedence over others and will ensure we are working on the most relevant and important items.
For immediate/critical issues please log a support request and let the project manager know so they can relay it to the development team to have them attend to it right away.
The steps of contact is as follows:
Level 1- Log a Support Request in full detail with all of the necessary information on Azure Devops.
Level 2- Contact the Project Manager. danielle.pomella@revstarconsulting.com 813.786.4445
Level 3- As a last resort, if other methods have failed, then contact Ken Pomella at ken.pomella@revstarconsulting.com 813.586.2107 or 630.333.3518