Support Information
Shockoe will provide “Level 3” support of the solution, to be requested after HSTV provides “Level 1” and “Level 2” support including end user contact (enterprise accounts, customers, businesses) and troubleshooting of potential issues. HSTV to verify the concern is a technical issue (or change) prior to logging a request for Shockoe “Level 3” support.
Level 3 definition
Level 3 means outside support for problems not supported by HSTV. Shockoe will work with HSTV to troubleshoot issues stemming from within Shockoe's code or related to it. Shockoe will troubleshoot and remedy those issues per the plan below. Any issues stemming from 3rd party vendors (i.e. JW Player) will be identified and handled within Level 1 and Level 2 support plans.
Submitting a ticket
- Make sure the issue is related to the HSTV Mobile/Web Application
- Confirm the steps that lead to the issue, operating systems, device model and include any screenshots or videos of the issue
- Describe the issue and provide steps to reproduce and what was expected to happen
- If you have a ticket number from your system, please make sure you add it to the description as well
Severities
| Severity | Description | Manual Human Acknowledgement via email | Status Update via email | |
|---|---|---|---|---|
| 1 - Blocker | No workaround. Affects all functionality or data | 2 hours during business hours | 2x per day | |
| 2 - Critical | No workaround. Affects critical functionality or data | 2 hours during business hours | 2x per day | |
| 3 - Major | A workaround exists but major functionality is impacted | 4 hours during business hours | 2x per day | |
| 4 - Medium | Partial, non-critical loss of functionality | 12 hours during business hours | 1x per week | |
| 5 - Trivial | Issues not impacting the functionality | 24 hours during business hours | 1x per week | |
| OPEN FORM | ||||