Prioritizing a ticket can feel more like an art than a science, and unfortunately there is no clear answer.
E1 - (Highest)
A problem has made a critical application function unusable or unavailable and no workaround exists.
Definition of critical application function:
Ability to create a site
Ability to find previously created sites
Ability to generate new proposals
Ability to generate contracts
Ability to run credit
Finance numbers generating correctly
Examples:
E1 - Pipelines are not loading - Users cannot locate previously created deals and therefore are blocked from critical functionality, even if they can create new deals
NOT E1 - When I search for a last name, it doesn't come up in the pipeline, but I can find all other deals by last name - This is probably indicative of a minor bug or user error with the search, and there will be a lot of ways to help them through this. Even though it may seem similar to the issue above, they are distinctly different because in the first case ALL previously created deals are blocked, whereas in this case the user is only struggling to find one deal.
How to process an E1 Ticket
All reports of an E1 bug will trigger a message that will be sent to the softwaresupport slack channel.
When on duty, immediately respond to the customer and let them know we are looking into it. If there are multiple support agents active, please coordinate on the support channel with who will handle the ticket.
Create a bug ticket linked to the SS ticket. This must be done within 15 minutes of receiving the ticket. Here are instructions on how to create a bug ticket.
Slack Mariya, Sam and David with a link to the bug ticket.
E2 - (High)
A problem has made a critical application function unusable or unavailable but a workaround exists.
Examples:
Proposal Preview is not working, but the user can download the proposal pdf - Users still have access to the proposal, so they are not fully blocked, however we need to work to get the functionality up and running quickly
How to process an E2 Ticket
All reports of an E2 bug will trigger a message that will be sent to the softwaresupport slack channel.
When on duty, immediately respond to the customer and let them know we are looking into it. If there are multiple support agents active, please coordinate on the support channel with who will handle the ticket.
Create a bug ticket linked to the SS ticket. This must be done within 15 minutes of receiving the ticket. Here are instructions on how to create a bug ticket.
Slack Mariya, Sam and David with a link to the bug ticket.
E3 - (Medium)
A problem impacts a critical application function and impacts > 50% of users
E4 - (Low)
A problem impacts a critical application function and impacts < 50% of users
A problem impacts a non-critical application function and impacts > 50% of users
E5 - (Lowest)
A problem impacts a non-critical application function and impacts < 50% of users