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SLA guidelines
» Issues
Priority | Description | Response Time | Resolution Time (Best effort) |
|---|
Blocker/ Critical | Fundamentally broken, impact on the entire application. No workaround options available. Examples: ◦ Wrong data being displayed ◦ Cannot write / writing wrong values ◦ Existing view/ dashboard / wizard does not load ◦ Cannot login ◦ Valid MDX / rest calls are failing against the server ◦ Security issue – data leak, critical vulnerability ◦ Broken functionality across the application (export excel / PDF / Import data) | 24 hours Support team might override the issue priority based on the guidelines Initial response on the ticket Make sure all required info needed to replicate the issue is available Status changed to open
| Addressed through a Fix Pack ASAP Gets addressed on the current week / sprint |
|---|
Major | Major functionality partially broken, impact on a specific report.
No workaround options available. Examples: Single component not working (column chart is broken but all others load correctly) Single view / dashboard not loading Broken functionality in single report Noticeable performance issues by many users (many requests / requests loading time) Broken functionality on mobile / tablet devices
| 24 hours Support team might override the issue priority based on the guidelines Initial response on the ticket Make sure all required info needed to replicate the issue is available Status changed to open
| Addressed through a Fix Pack Gets addressed on the upcoming 2 week / sprints |
|---|
Minor | Small impact on the application, does not have impact on end users.
Workaround options available. Examples: Unnoticeable performance issues (many requests / requests loading time) Noticeable performance issues by single user (many requests / requests loading time) Custom CSS Custom widgets Display issues on Mobile and Tablet devices Broken functionality in a single report (export excel / PDF / Import data)
| 24 hours Support team might override the issue priority based on the guidelines Initial response on the ticket Make sure all required info needed to replicate the issue is available Status changed to open
| Addressed through a regular release cycle Goal to include a fix in 1 or 2 releases |
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» Enhancements
Priority | Response Time |
|---|
Only
Major or Minor | 7 days Initial response on the ticket – under investigation Make sure no more info is needed to replicate the issue Goes into roadmap discussion Once added to Trello link to the bitbucket issue and communicate
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