Immediate

An issue on our end that requires an urgent resolution. It is impacting production and/or poses a serious threat to critical business operations.

A problem that makes the continued use of one or more functions impossible or severely restricted and prevents the customer from continues production or severely risks critical business operations. The problem may cause loss of data and/or restrict data availability and/or risk data corruption. The problem required immediate resolution.

• The application isn't configured to a court's confguration, preventing our system from displaying required fields when the issue doesn't affect the EFM or other EFSPs.
• Issues regarding the Chase payment gateway.
• The application is currently unavailable.
• Filings are not processing.

• Top priority item to triage, investigate and resolve.
• Identify the developer that should be assigned to this issue.
• Communicate with the necessary parties that a critical item has been reported.

Urgent

A problem that makes the continued use of one or more functions impossible or severely restricted. The problem may have a less-than-ideal workaround which will not prevent a user from submitting a document or accessing the application's basic functions, but a timely resolution is still required.

• A new court (typically in Journal Technologies) is coming online which requires us to update our system.
• A court is updating their system which requires the developers to update our system by a specific date.
• The Additional Info section doesn't have fields the EFM has but it doesn't prevent a filer from submitting documents and/or the court doesn't reject the submissions for the missing information.
• XML is being sent with missing information but doesn't prevent filers from submitting documents to the court.

• Top priority item to triage, investigate and resolve.
• Identify the developer that should be assigned to this issue.
• Communicate an ETA to the support team for a fix so they may relay the information to the customer.

High

A problem that severely affects or restricts major functionality. The problem is of a time-sensitive nature and important to long-term productivity but is not causing an immediate work stoppage or risking data. No work-around is available and operation can continue in a restricted fashion.

• Reports are incorrect or are not displaying.
• A background process/job is not being executed.

• Very important to triage right away and to begin the investigation.
• Once the problem has been determined, coordinate development priority with Tony.

Normal

Either a minor problem that does not have a major effect on business operations -OR- a major problem for which a customer-acceptable workaround exists.

• Missing help files.
• Bad user experiences.
• Incorrect configuration values.

• Once the problem has been determined, coordinate development priority with Tony.

Low

A minor condition or documentation error that has no significant effect on the customer's business operations.

• Spelling errors in docs/UI.
• Accuracy errors in help docs.
• A nice-to-have fix to a problem.

• Once the problem has been determined, coordinate development priority with Tony.