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Line Chart
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For each chart
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WHY: Top Reasons
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Fall 2023 (4.3)
- All Categories
- Help & Support
- Support Process
Support Process
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 yourSales 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 toHead of Product
&CEO
. - For non-critical issues, use
Feedback
option on the Help page to provide details on the features / improvements requested.
- Reach us via
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 issuesScreenshot 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.
- Once the issue has reached
Note on Severity Levels
Severity 1 [1-Critical]
- Tellius Platform in production is severely impacted that you cannot reasonably continue mission critical work.
- You experience a complete loss of service.
- The impacted operation is mission critical to the business and the situation is an emergency.
- 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
- Tellius will use reasonable efforts to respond to Severity 1 service requests within
60 minutes
. - 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.
- You must provide Tellius with a technical contact during this 24x7 period to assist with data gathering, testing, and applying fixes.
- 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]
- You experience a severe loss of service.
- Important features of the Tellius Platform are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
Severity 3 [3-Medium]
- You experience a minor loss of service.
- The impact is an inconvenience, which may require a workaround to restore functionality.
Severity 4 [4-Low]
- You request information, enhancement, or documentation clarification regarding the Tellius Platform, but there is no impact on the operation of such service.
- You experience no loss of service