Levels Of Severity [Support Requests]

Owned by Ray Pearce (Unlicensed)
Last updated: Sept 11, 2014
2 min read

BlinkMobile’s Tech Support is your primary point of contact for fault reporting and escalation of issues. Through the Tech Support Group, we will:

  • Provide you with a 24x7 fault reporting facility;
  • Provide you with a 24x7 Emergency Fault Reporting Service;
  • Investigate and manage faults through to resolution;
  • Update you on progress with fault resolution;
  • Respond to enhancement requests.

A fault or support request may be logged to the Tech Support Group using the Submit a Ticket option on this e Support Portal (portal.blinkmobile.com.au) at any time 24x7.

BlinkMobile will issue a unique identifier (“Trouble Ticket”) to be used in all subsequent communications regarding that issue.

The fault or issue will can be allocated a Fault Severity Level as described in table below which will determine its response and resolution strategies.

Fault Severity

Severity definition

Target Response Times and Method

Severity 1

Critical outage.  Productions service is unavailable with critical impact on business processes

Report by phone to Emergency Fault Reporting Service.

Target 60 minute response 24x7.

Severity 2

Fault or outage causing degradation of performance such that normal business processes are retarded or hampered

Report through Support Portal.

Target 4 hour response during standard AEST business hours.

Severity 3

Fault causing some user inconvenience but which does not significantly degrade performance or business operation

Report through Support Portal.

Target 8 hour response during standard AEST business hours.

Severity 4

Fault causing minor inconvenience with minimal or no impact on business processes

Report through Support Portal.

Target 24 hour response during standard AEST business hours.

Enhancement Request

Change or enhancement request to extend platform or improve operation

Report through Support Portal.

Target 24 hour response during standard AEST business hours.

The table below is an indication of fault resolution strategies for the different severities of fault. These strategies are a guide and are not prescriptive.

Fault Severity

Resolution/Escalation Strategy

Resolution Release Strategy

Severity 1

Investigation to begin immediately upon first contact 

First escalation to Support Manager within 1 hour

Second escalation to CTO within 2 hours

Platform Hot Fix as soon as possible for issues requiring software changes to platform.

Severity 2

Investigation to begin within 4 hours of reporting of problem (in AEST business hours)

First escalation to Support Manager within 1 day

 

Second escalation to CTO within 2 days

Platform Hot Fix to be scheduled in conjunction with other short-term issue resolution needs.

Severity 3

Investigation to begin within 8 hours of reporting of problem (in AEST business hours)

Escalations driven by Partner request to Support Manager

Target resolution for next Platform Release.

 

Severity 4

Investigation to begin within 24 hours of reporting of problem (in AEST business hours).

Re-prioritisation of Severity level by agreement with Support Manager

Target resolution for future Platform Release.

Enhancement Request

Investigation to begin within 5 days of lodging of request

Inclusion/exclusion of ER into Platform Release schedule communicated to requester within 4 weeks.

 

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