Linc Support Escalation and Deployments

The Linc standard Terms of Engagement contract makes reference to SUPPORT ISSUE SEVERITY RATINGS, and an ISSUE RESOLUTION MATRIX under APPENDIX C. Please refer to Appendix C of your organisation's specific Terms of Engagement contract for background to this summary.

What is considered an ISSUE, and what is NOT?

Severity Ratings or Priorities (top three limited to ISSUES only)

  1. Urgent: System unavailable. No workaround available. All users affected. Loss of critical functionality. Client/financial impact risk.
  2. High: Moderate system degredation. Many users affected. Non-critical application failure. Work can reasonably continue in an impaired manner.
  3. Medium: Operational problem. Little user impact. Business substantially functioning. Loss of non-critical functionality. Users can still provide a service.
  4. Low: Investigation of a problem. Preventative maintenance. System administration. User maintenance. User hand-holding. Change requests.

I've logged a ticket, now what?

What should I NOT do?

What are the Response Times?

Definition: time within which Linc must respond with an action plan for the issue.

What are the Resolution Times?

Definition: time within which Linc will endeavour to resolve the issue, unless otherwise agreed with you, based on the plan of action.

What if the response or resolution times are not achieved?

So what about development requests?

When are deployments done?

Definition: Deployments (or installations) of updated apps/extensions to your live environments are required to roll out new features (development requests) or bug fixes. Testing and approval of the underlying development requests or bug fixes is still required before a new version is built and made available for deployment.