Support Requests and Criticality

Each time a request is received at support it goes through a classification process in order to define its criticality.

Lexicon

In order to understand criticality levels of client requests, first let's cover a few terms: 

Functionality = A set of functions or capabilities determined by SOLABS.

Service = Technological solution implemented with the goal of facilitating the use of the software by end-users.

Unavailable = Service is functional, but a dependent service required to access it is unreachable or unstable.

Unreachable = Service is not working at all. Cannot be used or accessed. 

Unstable = Service is not working and/or performing as designed.

For more information about our services please read the following article: https://docs.solabs.com/hc/en-us/articles/1500010154521-SOLABS-QM-Services-Security-and-Architecture .

Criticality

Urgent = Data integrity, enabling and services that become unstable, unreachable or unavailable.

Critical = Security issue, global loss of important functionality causing operations interruption partial or total, enhancement services that become unstable, unreachable or unavailable.

Major = Services are functional with or without a workaround, but a fix is required.

Moderate = Enhancement request, new feature, feature not working as intended but still functional, service issue not impacting clients.

SLA

Each criticality has its own response time which is defined in our SLA. 

You may read our current SLA HERE