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.
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Severity Level |
Definition |
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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. |
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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. |
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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. |
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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. |
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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 |
