As standard, all of our customers are entitled to basic levels of service engagement, the following article out lines what the standard levels are and also expands on each topic to offer clarity.
Priorities
Severity Level |
Description |
|
Urgent |
Example: Application down, no access to UI, platform unusable. User scope: All end users affected. Service scope example: All services unavailable. |
|
High |
Example: A critical part of the application is inaccessible or not functioning. User scope: All end users / a large proportion of the user base. Service scope example: A business critical service of the system is not functioning preventing or significantly disrupting all threat modelling activity. |
|
Normal |
Example: One or more functions of the application are not working as they should be. User scope: All or some users. Service scope example: One or more services are not functioning as intended but are still usable. |
|
Low |
Example: Assistance in configuration. User scope: All or some users. Service scope example: Customisation or questions around functionality. |
Engagement Categories
|
Ticket form |
Example |
|
Product support |
|
|
Submit a bug |
|
Triage
Our Product Support Engineers will triage all cases appropriately to ensure that the correct ticket form and priority are assigned to align with what is laid out in this article.
Engagement Channels
| Channel | Engagement |
| Support Portal | https://support.iriusrisk.com/hc/en-us/requests/new |
| support@iriusrisk.com | |
| Telephone | Dedicated line and call back (Premium Customers Only) |
| Book a meeting directly with a support engineer | Direct access to book meetings with a support engineer at a time that suits you (Premium Customers Only) |
Product Support
|
Severity Level |
Response |
|
Urgent |
First Response: < 2 Hours’ Next response:<6 Hours’ Resolution: <24 Hours’ |
|
High |
First Response: < 2 Hours’ Next response: Best effort Resolution: Best effort |
|
Normal |
First Response: < 2 Hours’ Next response: Best effort Resolution: Best effort |
|
Low |
First Response: < 2 Hours’ Next response: Best effort Resolution: Best effort |
Submit A Bug
|
Severity Level |
Response |
|
Urgent |
First Response: < 4 Hours’ Next response:<6 Hours’ Resolution: <2 weeks |
|
High |
First Response: < 4 Hours’ Next response: Best effort Resolution: Best effort |
|
Normal |
First Response: < 4 Hours’ Next response: Best effort Resolution: Best effort |
|
Low |
First Response: < 4 Hours’ Next response: Best effort Resolution: Best effort |
Service levels - Standard
Service overview:
Standard SLA’s |
Enhanced SLA’s |
Premium SLA’s |
Business hours |
24x5 |
24x7x365 |
Engineer Call-back |
Self-schedule an engineer meet |
|
x |
x |
We recognise that for some customers there is a requirement for enhanced coverage & additional engagement channels, to meet these requirements we do offer additional support levels.
A brief summary of other services we offer are below, for more information on this please speak with your account executive.
Service levels - Gold
Service overview:
Standard SLA’s |
Enhanced SLA’s |
Premium SLA’s |
Business hours |
24x5 |
24x7x365 |
Engineer Call-back |
Self-schedule an engineer meet |
|
|
x |
|
x |
Service levels - Platinum
Service overview:
Standard SLA’s |
Enhanced SLA’s |
Premium SLA’s |
Business hours |
24x5 |
24x7x365 |
Engineer Call-back |
Self-schedule an engineer meet |
|
|
x |
|
x | x | x |
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