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Incident Request Workflow
Action | Who | What |
Ticket Creation | Customer | Summary: meaningful but brief issue description |
Description: describe the issue in details | ||
Steps To Reproduce: if a bug, describe steps taken before the issue | ||
Set Priority: Critical (1), High (Level 2), Medium (Level 3), Low (Level 4) | ||
Contact: Contact person for this ticket (usually request originator) | ||
Attachments: files, screenshots, specifications, emails to help us resolve the issue faster. - For issues with Customized Reports, the Customer must include report parameters screenshot and report sample. Make sure that any personal data is blurred. | ||
Priority 1 – Critical Incidents – follow up with a phone call to the first-line support number | ||
Ticket Assignment | Adonis | The ticket comes in with New status and the SLA starts counting. The support Consultant will then
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Ticket Review | Adonis | During the review, additional questions might arise. The resource assigned to the ticket will contact the Customer to clarify the request and put the ticket to SLA status "We are waiting (do not escalate). Time towards the SLA will not be counting if the status is indicating that we are awaiting more information from the customer. Once the request is clear, the ticket will be put back to SLA status "We have NOT responded." and the SLA starts counting again. |
Customer | Clarify the issue, answer questions, and add Attachments: attach supporting materials, screenshots, documents, or emails | |
Ticket Resolution | Adonis | Resolve the issue. Software upgrade/downgrade, change the setup, provide workarounds, etc. |
Enter Resolution: describe what was done to resolve this ticket | ||
Set Status: Closed (completed) or Waiting Customer Response (If customer review is required). The SLA stops counting. | ||
Enter Description: describe what is expected from the Customer (check setup changes, schedule system upgrade, etc. | ||
Customer | If Status is "Waiting Customer Response," review the ticket resolution and notify Adonis of the results. | |
Enter Description: confirm the issue is resolved or describe why not | ||
Ticket Closing | Adonis | If the Customer approves the solution provided or does not respond within 3 days ticket will be closed. |
Set Status: Closed | ||
Enter Description/Resolution: describe why the ticket is closed | ||
Ticket Reopening | Adonis | If the Customer disputes the Resolution after the ticket was closed, the issue will be reviewed, and the ticket can be reopened if the solution is inadequate. Change of requirements does not justify ticket reopening and requires a new ticket. Set Status: Reopened |
Weekend / After Hours
Generally, for customers with a Standard SLA, all Weekends or after-hours support is limited to Priority 1 – Critical Incidents. Requests for assistance with the release, or patch upgrade requested by the Customer during these times, are considered a Service Request and might be quoted with an addition to the standard hourly rate.
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According to the Priority Matrix below, Adonis will respond to service-related incidents and/or requests submitted by the Customer in support of services outlined in this Agreement. Incidents taking place during planned maintenance periods, and incidents caused by any third-party service that the platform is depending on, are exempt from the response, update, and target resolution times.
Priority | Description of Priority Severity & Impact | Initial Response | Target Communication SLA | Target time for Resolution |
Priority 1 CRITICAL Service unavailable | · Loss of critical functionality or critical data. · Severe and immediate impact on business. · No workaround can be provided. Only applicable for the Production environment | 1 hour | Every hour | 8 hours |
Priority 2 HIGH Service degraded | · Affects major functionality or major data. · Loss of critical functionality. A workaround can be provided. · Operation can continue in a restricted manner or the users will experience reduced system functionality. · No access to the solution or critical functionality fails, but restart or recovery is possible · Performance is severely degraded | 4 hours | Every 4 hours | 48 hours |
Priority 3 MEDIUM Minimal Disruption | · The defect affects minor functionality or non-critical data. This causes minimal interruption of the Software or site functionality with a minor impact. · Performance is minimally degraded. | 48 hours | After 72 hours | 72 hours |
Priority 4 LOW Does not affect functionality | · Minor errors or malfunctions that do not affect functionality or data, nor impact productivity or efficiency. · All requests for change and general service requests that are not incidents. | 5 working days | N/A | N/A |
Resolution
A resolution to an incident can be one of the following:
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Adonis provides two different levels of support services. These are outlined in the Support Service Matrix below.
Support Service Matrix | Standard Support | Premium Support |
Monitored Email Support | Within Office Hours | 24/7/365 |
Manned Support by Phone | Within Office Hours | 24/7/365 |
Monitored Chat Support | Within Office Hours | 24/7/365 |
Remote Support assistance via screen-sharing or remote connection |
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Regular reviews by allocated Adonis Account Manager |
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Access to Product upgrades, updates & patches |
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Access to Adonis Standard Documentation and the Adonis Knowledge Base Confluence. |
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Customer Obligations
To ensure that a customer can take full advantage of the systems for several years with streamlined performance, Adonis maintains a close working relationship with its customers. The following things are considered normal customer obligations.
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