Support Process

Hardik Chheda Updated by Hardik Chheda

Step 1:

  • Report issues, bugs, improvements & features
    • Reach us via Chat with me option on Help page to receive immediate support on mission critical issues.
      Screenshot of HELP page on Tellius Platform
    • If Chat with me option is not available (Tellius server down / Chat not responsive > 15 minutes), reach out to your Sales Engineer & Sales Account Manager via email / call.
    • If the previous steps get you no response in the first 30 minutes, email support@tellius.com.
    • As a final measure, if no response is received in the first hour and the severity of the issue is mission-critical, then please email product_escalation@tellius.com. This will escalate to Head of Product & CEO.
    • For non-critical issues, use Feedback option on the Help page to provide details on the features / improvements requested.

Step 2:

  • Issue acknowledged by Tellius
    • A severity will be assigned and link provided to track status of the issue
    • Here's a quick view on how severity will be assigned and what's the expected SLA
    Severity, Impact, SLAs

    Severity

    Business Impact

    First Response

    Update Frequency

    1-Critical

    Mission Critical

    60 Minutes

    Continuous updates once acknowledged by Tellius team

    2-High

    Serious

    1 business day

    Multiple updates in 24-48 hours

    3-Medium

    Minor

    2-3 business days

    5-10 business days

    4-Low

    None

    3-5 business days

    Monthly Updates

  • Each customer will have access to a tracker on Notion system. The issue will be added to your tracker on Notion system. Please email product@tellius.com to request additional emails with access to the tracker.

Step 3:

  • Access the Notion tracker to check status, get updates and communicate on the issues
    Screenshot of Notion List for customers to File bugs
  • The issues will go through the following lifecycle

Issue status

Issue Lifecycle

Status

Details

1-New

Issue filed by Customer / SE / QA / Engineering / Product

2-Invalid

Feature is working as expected. Issue in not valid. Please check the reason in Comments section

2-Cannot Replicate

Issue cannot be replicated by Tellius. Please check the Comments section and respond in order to collaborate with Tellius on verifying the issue

2-To be Assigned

Issue is valid as verified by Tellius. It is ready to be assigned to an engineer on the team

2-Waiting on customer

Tellius is waiting on customer to respond with additional details

3-In-Progress

Issue is actively been worked on by a Tellius Engineering.

4-Resolved

Issue has been resolved and tested by Tellius Engineering

5-Fix Available

Patch is ready for deployment to customer's instance. Tellius Operations needs a green light from customer to update their instance

6-Fix Deployed

Patch that resolves the issue was successfully deployed on customer's instance

7-Closed

Customer confirmed that issue doesn't exists anymore on their instance

  • On Notion, you can do the following:
    • Review the status on the issues/ requests
    • Follow-up on request for additional details
    • Communicate with the support engineer

Step 4:

  • Updating your Tellius instance
    • Once the issue has reached 5-Fix Available stage, the engineer/sales team will reach out to request for a time window when your instance can be updated.
    • Instance will be upgraded with a patch (or new version) during the agreed upon time window and status of the issue will be updated to 6-Fix Deployed.
    • Customer needs to verify the fix on their instance and put it a comment on notion issue. The issue will then be moved to 7-Closed stage.

Note on Severity Levels

Severity 1 [1-Critical]

  1. Tellius Platform in production is severely impacted that you cannot reasonably continue mission critical work.
  2. You experience a complete loss of service.
  3. The impacted operation is mission critical to the business and the situation is an emergency.
  4. Severity 1 service request has one or more of the following characteristics:
    • Server crashes, and crashes repeatedly after restart attempts
    • Server hangs indefinitely, causing indefinite delays for response
    • Critical documented function is not available
    • Data is not available/corrupted
  5. Tellius will use reasonable efforts to respond to Severity 1 service requests within 60 minutes.
  6. Tellius will work 24x7 until the Severity 1 service request is resolved, a reasonable work-around is put in place, or as long as useful progress can be made.
  7. You must provide Tellius with a technical contact during this 24x7 period to assist with data gathering, testing, and applying fixes.
  8. You are required to propose this severity classification with great care, so that valid Severity 1 situations obtain the necessary resource allocation from Tellius.

Severity 2 [1-High]

  1. You experience a severe loss of service.
  2. Important features of the Tellius Platform are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

Severity 3 [3-Medium]

  1. You experience a minor loss of service.
  2. The impact is an inconvenience, which may require a workaround to restore functionality.

Severity 4 [4-Low]

  1. You request information, enhancement, or documentation clarification regarding the Tellius Platform, but there is no impact on the operation of such service.
  2. You experience no loss of service

How did we do?

Chat with Tellius

Contact