Support Information
Shockoe will provide “Level 3” support of the solution, to be requested after Pet Paradise and Crane Group provide “Level 1” and “Level 2” support including end user contact (enterprise accounts, customers, businesses) and troubleshooting of potential issues. Pet Paradise and Crane Group to verify the concern is a technical issue (or change) prior to logging a request for Shockoe “Level 3” support.
Level 3 definition
Level 3 means outside support for problems not supported by Pet Paradise or Crane Group. Shockoe will work with Pet Paradise and Crane Group to troubleshoot issues stemming from within Shockoe's code or related to it. Shockoe will troubleshoot and remedy those issues per the plan below. Any issues stemming from 3rd party vendors (i.e. Gingr) will be identified and handled within Level 1 and Level 2 support plans.
Submitting a ticket
- Make sure the issue is related to the Pet Paradise Mobile Application
- Confirm the steps that lead to the issue, operating systems, device model and get ready any screenshots
- Describe the issue and provide steps to reproduce and what was expected to happen
- If you have a ticket number from your system, please make sure you add it to the description as well
Severities
| Severity | Description | Manual Human Acknowledgement via email | Status Update via email | |
|---|---|---|---|---|
| 1 - Blocker | No workaround. Affects all functionality or data | 2 hours during business hours | 2x per day | |
| 2 - Critical | No workaround. Affects critical functionality or data | 2 hours during business hours | 2x per day | |
| 3 - Major | A workaround exists but major functionality is impacted | 4 hours during business hours | 2x per day | |
| 4 - Medium | Partial, non-critical loss of functionality | 12 hours during business hours | 1x per week | |
| 5 - Trivial | Issues not impacting the functionality | 24 hours during business hours | 1x per week | |
| OPEN FORM | ||||