Contents of this article:
- Feedback and Issues
- Service Support
- Response and Resolution Goals
- Service Uptime
- Maintenance and Software Updates
- Roll Backs
Feedback and Issues
Any feedback on the system - bugs, improvements or features requests can be made via the support team. All issues that are reported are logged on our help desk system as tickets, so we can monitor the situation and provide customer updates. Our process is to check in with customers once a fix is live to ensure they are satisfied with the resolution.
All bugs are triaged to identify their level of risk, impact, severity and reach. Fixes are then worked on in accordance with their classification. Updates to mobile apps or the web platform are released either as hotfixes on as part of a regular update cycle dependent upon their urgency. We generally release an update to our system between once a week and once a month.
(a) Telephone and live chat support in order to help the Customer will be available between 9am and 5pm UK time.
(b) Emails requesting assistance will be replied to within 1 working day.
(c) Bug fixes and code corrections to correct Software malfunctions in order to bring the Service into substantial conformity with the operating specifications.
(d) All extensions, enhancements and other changes that we make or add to the Service and which we offer, without charge, to all other Subscribers of the Service.
Response and Resolution Goals
Severity 1: The Production system/application is down, seriously impacted and there is no reasonable workaround currently.
Upon confirmation of receipt, we will begin continuous work on the issue, and a customer resource must be available at any time to assist with problem determination.
Once the issue is reproducible or once we have identified the System defect, we will provide reasonable effort for workaround or solution within 24 hours.
Severity 2: The system or application is seriously affected. The issue is not critical and does not comply with the Severity 1 conditions. There is no workaround currently available or the workaround is cumbersome to use.
We will work during normal business hours to provide reasonable effort for workaround or solution within 7 business days, once the issue is reproducible.
Severity 3: The System is moderately affected. The issue is not critical and the System has not failed. The issue has been identified and does not hinder normal operation, or the situation may be temporarily circumvented using an available workaround.
We will work during normal business hours to provide reasonable effort for workaround or solution within 10 business days, once the issue is reproducible.
Severity 4: Non-critical issues.
We will seek during normal business hours to provide a solution in future releases of the System.
Maintenance and Software Updates
The EU platform restarts at 23:45 each Saturday for around 15 minutes. The system is unavailable during this time.
We have no other regular scheduled maintenance. If we do so, we would give a minimum of 1 week's notice to customers.
All software (mobile app and web platform) is web-based with updates released regularly (monthly or more frequently). Updates are managed to minimise disruption to service.
We have a strict quality control process including an automated test infrastructure, then the use of a staging environment for manual testing to ensure all releases are properly checked and signed off prior to release.
Software is developed, managed and maintained by IRIS Connect with all updates provided automatically, free of charge directly to the system.
In the event that an update requires a rollback we can revert to previous system images for our servers. For our web application, we can revert to previous versions using our version control software.
This is tested on a regular basis.