Purpose: The purpose of the document is to help the customer understand the support/escalation process to ensure smooth running of OTT services for the client. It is very important for the issue to be escalated in the right method to ensure timely resolution and minimum impact to any running services.
Scope: The scope of the document shall be:
The AMC support includes:
(For cases where the upgrade impacts the core service or feature, the same shall be taken up on priority and upgraded in shortest feasible time that shall be communicated to client based on feasibility. In cases where upgrade does not impact any existing functionality, Digivive shall plan the upgrade and inform the client. For cases where an upgrade might result in higher running costs or result in a loss or degradation of functionality, Digivive shall communicate the same to the client and shall proceed on receiving approval.)
It specifies the Service Levels that should be met by Service Provider during delivery and operation phase of Service, in the manner as envisaged under the Order Form. The Service Levels shall be used to measure the performance of the delivery of Service.
“Response Time” mean the time measured between the raising of the fault to the Service Provider and a Service Request (SR) being logged and assigned to the service team, acknowledge to concern customer/client on course of action and initial fault description in case of “critical”.
“Fault Restoration Time” means the time measured between the logging of the SR by the Service Provider and the fault restored by the services team. This restoration of fault may be a through a workaround solution to keep the necessary services active.
In case any module of the platform is not provided by Digivive, then any delay from those teams and services will not be attributed to Digivive. All durations shall follow Digivive working hours.
| Failure Classification | Response Time | Fault Restoration / Workaround |
|---|---|---|
| Critical (P1) | < 6 hours | 24 hours |
| Major (P2) | < 24 hours | 96 hours |
| Minor (P3) | < 72 hours | Case-to-case |
| Severity Level | Definition |
|---|---|
| Critical Problem (P1) |
Conditions that severely affect service that requires immediate corrective action, regardless of time of day or date. a) a loss of service that is comparable to the total loss of effective functional capability |
| Major Problem (P2) |
Conditions that seriously affect system operations, maintenance and administration etc., a) loss or failure of any particular core or basic service offered b) any issue that doesn’t allow user to use to access the core service Example scenarios such as admin backend features not working, Video upload issue, access issues on web or mobile platform and likewise, will fall under this category. These request requires timely processing as the non-working functionality could cause interruptions or negatively impact the business. |
| Minor Problem (P3) |
Conditions and problems that do not significantly impair the functioning of the system and do not significantly affect service to client. In the event of the conflict of priorities or if in doubt, it shall always be considered that it is a minor problem. Example scenarios such as email notification not working, push notification delivery, screen management, UI issues, delay in reporting fetch and likewise can be considered as a low priority. |
*Except for critical issues, the issues shall be handled during business working hours only.
Process flow for issue escalation
Email To : customercare@digivive.com
Subject : <Client Name> | <Priority Type>
Body :
Service Type: OTT <URL>
Priority Type: P1 | P2 | P3
Issue Type: Complete System failure | Specific Service | Bug of an existing feature
Issue Occurrence: Frequency (All users | Number of users)
Platform: All | Web | Android Application | iOS Application | etc.
Feature Name:
Description
(In case issue is related to specific user, credentials: username to be mentioned)
Attachments: (Screenshots or screen-grab videos specifying the problem)