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.

Core service = A service that delivers the basic outcomes desired by one or more customers.

Enabling service = A service that is needed in order to deliver a core service.

Enhancement service = A service that is added to a core service to make it more attractive to the customer.

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

The following describes our criticality levels:

Urgent
Data Integrity, Security Issue, Enabling, core services and Interfaces that become unstable,
unreachable or unavailable.

Major
Global lost of important functionality causing operations interruption partial or total,
enhancement services that become unstable, unreachable or unavailable.

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

None
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