This guide provides detailed information about the Incident Management Procedures in place at Waves Corporation. These procedures will provide you the fastest response possible. Should you have any questions about these procedures please contact our Technical Support Line at 800-750-4880 for assistance.
The overall goal of Incident Management is to restore normal service operation as quickly as possible and to minimize the adverse impact of an incident on business operations, thus ensuring that appropriate levels of service quality and availability are maintained. WavesCo bases its Incident Management and Technical Support procedures on ITIL Incident Management best practices. This management methodology intends to meet service availability level requirements through consistent, documented, repeatable process.
In ITIL terminology, an "incident" is defined as: any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.
|
Severity Level |
Definition |
|
1 |
A severity one (1) issue is a catastrophic production problem which may severely impact the client's production systems, or in which client's production systems are down or not functioning; loss of production data and no procedural work around exists. Please Note: For Severity 1 Situations, it is recommended that you call our Technical Support Line at 800-750-4880, especially after hours and on the weekends. This phone number rotates around our Technical Support Staff and provides you the best chance of getting to an engineer quickly for the high impact situations. |
|
2 |
A severity two (2) issue is a problem where the client's system is functioning but in a severely reduced capacity. The situation is causing significant impact to portions of the client's business operations and productivity. The system is exposed to potential loss or interruption of service. |
|
3 |
A severity three (3) issue is a medium-to-low impact problem which involves partial non-critical functionality loss. One which impairs some operations but allows the client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the client's operation and issues in which there is an easy circumvention or avoidance by the end user. This includes documentation errors. |
|
4 |
A severity four (4) issue is for a general usage question or recommendation for a future product enhancement or modification. There is no impact on the quality, performance or functionality of the product. |
| Status | Description |
|---|---|
| new | Ticket has been created but not yet activtely in review. |
| open | Ticket is in progress and actively being worked. |
|
waitcust (Waiting on Customer) |
Engineers are waiting on information to be provided by the requester in order to proceed. If the requester does not respond within 10 days the ticket will move to a 'pendclose' state. |
| stalled | Ticket has been deferred for two days. Most often this is used when a request has been sent to the requester for more information. If information is not received in two (2) days it will be changed to a 'waitcust' state. |
| pendclose (Pending Close) | Ticket is ready to close and the engineer is waiting on confirmation from the requester. Ticket will automatically close in two (2) business days) |
| resolved (Closed) |
Tickets that have been closed (or cancelled) will be moved to this state. Tickets cannot be reopened, but a new ticket can be created to reference these tickets. |
| rejected | The destination for SPAM |
| deleted | NOT USED |
This section provides details on the steps involved in Contacting Technical Support.
In order to understand and resolve your support requests quickly and accurately it is important that you take the following steps before you contact the support center.
Being able to articulate the problem and symptoms before contacting support will expedite the problem solving process. It is important that you be as specific as possible in explaining a problem or question to our support engineers. It is also beneficial to explain the steps you used to reproduce the problem.
To efficiently solve a problem, the support engineer needs to have all the relevant information about the problem. Being able to answer the following questions will help us in our efforts in resolving your issue:
Once you have gathered all of the preliminary information, There are two mechanisms that can be used for requesting technical support. They are Web based and Toll free support line.
Customers with standard support contracts or better have access to Phone Based Incident Management Services as well as the Web Based service offerings. (See Service Hours for details).
To obtain technical support by phone, dial 800-750-4880 and select Option 1 for Technical Support.
An engineer will gather details about your request and open an incident ticket.
All customers have access to Web Based Incident Management Services (see Service Hours for details). The procedures below provide Step-by-Step instructions for submitting a Hardware / Software Incident.
Please Note: For Severity 1 Situations, it is recommended that you call our Technical Support Line at 800-750-4880, especially after hours and on the weekends. This phone number rotates around our Technical Support Staff and provides you the best chance of getting to an engineer quickly for the high impact situations.
Once submitted you should receive an email confirmation, including the ticket no. of the request for tracking purposes.
This section contains information regarding helpful tools and how-to information that you may need when working with our engineers.
To send us a screenshot, please follow these steps.
To send the entire display (full screenshot) - used when more than window is needed or the window needed is very large.
To send only the active window (partial screen) - most useful for error message pop-up dialog windows and the like.
To save the image
To send the image
To identify your machine name using Windows XP:
Click Cancel to exit this dialog box
By default, Windows Vista is not set to show the Run command from the Start menu. You can change this in Vista Preferences or use Search to find the Run command.
To use the Search command in Windows Vista type:
Once you have the Run command window start with step 2 below
ifconfig -a
or, if this is not found use,
/usr/sbin/ifconfig -a
You may get a variety of responses. The one you want is one that includes the words "BROADCAST" and "inet," where "inet" introduces the IP address -- e.g.,
le0: flags=<863UP,BROADCAST,NOTRAILERS,RUNNING,MULTICAST> mtu 1500 inet 128.8.10.95 netmask ffffff00 broadcast 128.8.10.255
Links:
[1] http://support.wavesco.com/howTo/incidentManagementProcedures/severityDefinitions
[2] http://support.wavesco.com
[3] http://support.wavesco.com/requestForms
[4] http://support.wavesco.com/requestForms/supportRequest.php
