The Production-Critical Helpdesk can help troubleshoot and resolve critical issues in a live production environment.
Critical issues
A critical issue is a defect in a Verj.io product or service that, in our opinion, results in your Verj.io Application becoming unavailable, impaired, or degraded such that end-users can no longer meaningfully complete their journeys as intended.
Services
The Production-Critical Helpdesk provides the following services:
- Critical issue troubleshooting with root cause analysis.
- Identify and create bug reports.
1. Critical issue troubleshooting with root cause analysis
The Production-Critical Helpdesk can help to identify and troubleshoot critical issues in supported Verj.io products and services running in a live production environment, as well as helping to establish their root cause.
To aid our investigation, our Support Engineers may ask you:
- A range of questions about your use case and environment.
- To perform certain tests and provide the results.
- To provide Verj.io and third-party log files.
- To send us affected Verj.io Entities, Projects, or Workspaces.
- To participate in screen-sharing sessions, which can lower resolution times by reducing miscommunications, delays and enabling the issue to be demonstrated first-hand.
Once the issue has been verified and its root cause discovered, our Support Engineers may:
- Advise how to resolve the issue.
- Suggest workarounds to mitigate the issue.
- Create a bug report on your behalf, making sure all information required to reproduce the issue has been captured. The bug will then be fixed in line with our Bug Fix Policy.
If the issue does not, in our opinion, fulfil the requirements or intended purpose of the Production-Critical Helpdesk, or the issue is not due to a defect with a Verj.io product or service, our Support Engineers may:
- Point you to relevant documentation (including third-party documentation if applicable).
- Direct you to the Support Helpdesk or the Community Forum.
- Recommend you engage with third-party support if their product or service is at fault.
- Refer you to your Account Manager who may be able to arrange some training, or some consultancy time with our Professional Services team.
Information regarding your specific environments, applications, and use cases is treated confidentially, subject to all relevant laws.
We may share issues raised in the Production-Critical Helpdesk, as well as advice on how to mitigate or resolve them, with the wider Verj.io community, including, but not limited to, posting on the Community Forum.
Verj.io On-Premises and Verj.io Gateway
Our Support Engineers cannot log into, or otherwise directly interact with your systems, networks, services, or applications while troubleshooting an issue.
Verj.io Cloud
Our Support Engineers can log into the Verj.io Cloud systems, networks, services, and applications to help troubleshoot an issue.
They cannot directly interact with your application however and may need to coordinate actions and tests with you to troubleshoot the issue.
2. Identify and create bug reports
A defect, or bug, is defined as one or more features of a supported Verj.io product or service that are not working or not working as intended.
Upon identifying a defect, our Support Engineers we will attempt to find existing or related bug reports that may provide guidance on how to resolve or mitigate it.
If a new, previously unreported defect is discovered in a Verj.io product or service, our Support Engineers can create a bug report for you, making sure it contains enough information to help the Development team replicate it. The bug will then be dealt with in line with our Bug Fix Policy.
Production-Critical Helpdesk Availability
The Production-Critical Helpdesk availability is determined by your Verj.io Support Package.
Accessing the Production-Critical Helpdesk
Access to the Production-Critical Helpdesk is determined by your Verj.io Support Package and is governed by our Acceptable Use Policy.
If your Verj.io Support Package allows access to the Helpdesk via telephone, we strongly recommend you contact us this way.
Production-Critical Helpdesk Service Level Agreement (SLA)
Our Support Engineers endeavour to start investigating a reported critical issue within the timeframe defined by your Verj.io Support Package.
During busy times, issues are prioritised based upon the SLA of the reporter’s Verj.io Support Package and our Support Engineer’s evaluation of the severity of the issue, including:
- The impact of the issue. For example:
- Does the issue cause your Verj.io Application to fail?
- Does the issue relate to a security vulnerability?
- Does the issue cause data loss or corruption?
- How widely the issue presents itself. For example:
- Does the issue affect all users of the Verj.io product or service?
- Does the issue affect end-users?
- Does the issue only show itself in a particular circumstance or environments?
Not Included in our Helpdesks
While our Support Engineers endeavour to be as helpful as possible they are unable to provide support in the circumstances listed here.