Overview

This document describes the process and different workflows that Deiser follows when an incident is reported or found. The different departments and responsible people involved in the different phases are also defined.

Deiser has two departments involved in the resolution of an incident, this is the list ordered by response level:

Support: is the first level of support. Different work shifts are established in order to have 24/7 response. Support employees will resolve the incidents, given they are able to, in the times specified in the SLA agreement.
Development: the second level of support. If an incident cannot be resolved by the Support department, the incident will be assigned to the development department. This department has a deeper knowledge of the system and can change everything in the code even do hotfixes and quick releases. Inside this department there a group called “Deiser Support” whose members are Deiser developers responsible for handling reported incidents.

The following table describes the classification of the levels of incidents ordered by priority and the description about them.

Severity of the Issue	Description	Characteristics	Response time SLA
P1 Critical	Critical Business Impact: Critical issue occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround.	System hangs or crashes Critical functionality not available Data loss or data corruption Large number of end users blocked from work Impact is escalating quickly	1 hour
P2 Major	Significant Business Impact: Major issue occurring on production system severely impacting business. A large number of users are impacted by issue but they are still able to work in a limited capacity.	Significant performance degradation Important functionality not available Small number of users blocked from work Impact is escalating	4 hours
P3 Medium	Normal Business Impact: Issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected	Some system functions not available Minor performance degradation Small number of users impacted Impact is not escalating	8 hours
P4 Low	Minimal Business Impact: issue occurring on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.	Incorrect product behavior without impact Product question or enhancement	24 hours

Response times will apply since the date and time when the ticket to Service Desk is opened.

The diagram below depicts the workflow that Deiser uses for the resolution of an incident, explained by phases:

The categories of the issues created on Deiser’s Service Desk are:

Category	Description
Bug	A software’s malfunction that cause an error on the system or a wrong behavior.
Improvement	A suggestion to improve the plugin or one of its features.
New Feature	A request for new features
Question	A question about the current plugin behavior