Understand Severity Levels and Request Types

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Introduction

Whenever you submit a request to signageOS Support Team we initiate a triage procedure to quickly decide on what are critical incident and which signageOS Support Team member should handle such a request.

Any ticket submitted by email - support@signageos.io - will get lower priority over tickets reported via signageOS Docs Support section.

During the triage, we evaluate the ticket and setting additional process data:

  • Request type
  • Severity and Priority
  • Stage

Request type

Request type sorts any incoming requests into the two categories:

Category Description
Question Anything that is not an Incident. Typically:
- development-related questions
- general requests
- billing related requests
Incident Dedicated type for reporting signageOS Services outages, system degradation or reoccuring interruption of service

Severity and Priority

Severity Level Definition Resolution Escalation Customer Response
Commitment
Severity 1 This incident level is attained when any of the following types of conditions is met: (i) a complete outage of a Critical Service, (ii) a reoccurring temporary outage of a Critical Service, (iii) inability to provide the Services, (iv) loss of data, (v) inability to service User help requests, (vi) any security incident that has a negative impact on the Customer, or (vii) issue is affecting > 15% of all Customers. signageOS will work to resolve the problem until the Services are returned to normal operation. The Customer will be notified of status changes. If the Case has not been resolved within two (2) hours, signageOS will escalate the Case to the appropriate member of signageOS’s support team. The escalated Case will have higher priority than ongoing support, development or operations initiatives. The Customer shall remain accessible by e-mail for troubleshooting from the time the Case is submitted until such time as it is resolved.
Severity 2 This incident level is attained when any of the following types of conditions is met: (i) a significant degradation of the Services occurs, (ii) recent modifications to the signageOS System cause the Services to operate in a way that is materially different from those described in the Services specifications, (iii) issue is affecting between 1% and 15% of all Customers AND no workaround exists. signageOS will work to resolve the Case until the Services are returned to normal operation or a workaround is introduced. The Customer will be notified of status changes. If the Case has not been resolved within four (4) hours, signageOS will escalate the problem to the appropriate member of signageOS’s support team. The escalated Case will have higher priority than ongoing support, development or operations initiatives. The Customer shall remain accessible by e-mail for troubleshooting from the time the Case is submitted until such time as it is resolved.
Severity 3 This incident level is attained when any of the following types of conditions is met: (i) a minor degradation of the Services delivery occurs (i.e. slower response time on requests in the Box), (ii) recent modifications to the signageOS System cause the Services to operate in a way that is materially different from those described in the product definition for non-essential features, (iii) issue is affecting < 1% of all Customers AND a workaround exists but is not optimal. If resolution requires a bug fix, signageOS will add the bug fix to its development queue for future update and suggest potential workaround until the Case is resolved in a future update. The Customer will be notified of status changes. If the Case has not been resolved within one (1) week, the Customer may request that signageOS escalates the Case to the appropriate member of signageOS’s support team. The Customer will respond to signageOS’s requests for additional information and implement recommended solutions in a timely manner.
Severity 4 Non-system issues such as change of a registered Support Contact , requests for SLA reports or business documents, etc., questions about configuration and functionality should be addressed to the signageOS Docs at https://docs.signageos.io. If necessary to open a support case requesting assistance, Severity 4 shall be used. signageOS will respond to the request. The Customer will be notified of status changes. None. The Customer will respond to signageOS’s requests for additional information in a timely manner.

Stage

Stage defines the environment you experienced an issue or within which you need our assistance. We define two stages: 

Stage Description Implications
Production Production stage is applied to any request directly connected to already deployed devices.  
Development Development stage is applied anytime your request is connected to pre-deployment activity. Typically:
- Applet development
- Core Apps troubleshooting
- any request that is not related to already deployed devices
All Development request are always set to Severity 3 or 4
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