This page gives further details and definitions of the Isode support services, summarized on the Isode service options page.
Support incidents are categorized into four priority groups:
- Priority 1 (Critical) Total system outage or failure preventing processing the majority of traffic on a production system.
- Priority 2 (Serious) Serious incident on production system, causing frequent failures and business impact.
- Priority 3 (Moderate) Other incident on production, development or test system which has some service or business impact
- Priority 4 (Informational) Incident that does not have service or business impact.
Supported customers will receive all product updates from Isode, including major releases, minor releases, and update releases.
The three support packages (Bronze, Silver and Gold) provide cover in UK working hours (9:00-17:00), Monday to Friday, excluding Public Holidays in England & Wales. For Silver and Gold customers, cover may be extended to 24/7 support for critical (priority 1) failures outside of UK office hours (incidents arising from an unscheduled installation or product upgrade are not covered).
"Response Time" is the time in which Isode commits to have an appropriately qualified member of staff respond back to the customer on the initial problem report. This time is set according to the incident priority and the level of support.
"Relief" is when actions have been taken to return the system to operation. Isode will seek to get to this state as part of the initial response. Isode's target is to get to the relief state in 90% of incidents within three times the Response Time. The elapsed time does not include periods where Isode is waiting on the customer to provide further information to help resolve the incident. In the event of relief not being provided within the target time, the support call will be escalated to the appropriate Isode account manager.
"Resolution" is when the incident is fully resolved. In Isode's experience, Resolution and Relief occur at the same time for the large majority of incidents. For the remaining incidents, resolution requires a product change which will be provided as follows:
- Updates to resolve incidents of all priorities will be made available in future product releases, and resolution may be achieved by upgrade to a new release.
- For priority 1 and priority 2 incidents for which there is no effective relief without a product update, a “hot fix” (patch) may be provided, for example when this can be done more quickly than providing an update version.
- For the following point, a priority 3 incident found on a test or development system that would be expected to lead to priority 1 or priority 2 incidents on a current or planned deployment will be treated in the same manner as priority 1 and priority 2 incidents.
- For priority 1 and priority 2 incidents for which there is no effective relief without a product update, Isode will provide a new version of the release affected by the incident where this can be achieved by reasonable effort from Isode and where the change does not introduce risk of instability in the release (e.g., because of extensive code change).
The more information we have on your support issue, the quicker we can help you resolve it. With this in mind customers using our support services are expected to:
- Perform initial diagnosis to isolate the incident area
- Gather supporting data, trace information or dump files
- Determine and report recent environment changes
- Provide a description of the incident, including business impact
- Make reasonable attempts to analyze the problem, using Isode manuals and other documentation.