The incident management is triggered by event management in the Service Desk or by making support requests there manually. Incident management contains the recording, recovering and resolving of any issue which is not part of the standard operation of iPaaS. The aim is to restore normal service operation as quickly as possible and minimize the impact on business.
Process incidents are automatically forwarded to you. The processing of system incidents is based on priority and agreed SLA parameters (for instance reaction times). The priority of an incident is classified as follows:
Priority |
Classification |
Description |
Prio 1 incident |
Emergency |
An incident with this priority is justified in case of a standstill of the SEEBURGER production system or if the system performance is degraded to a point that it can be considered too slow for usage. This priority can also be justified by failure of extreme important features of the SEEBURGER production system. |
Prio 2 incident |
Critical |
An incident with this priority is justified if serious interruptions occur; important features cannot be executed. |
Prio 3 incident |
Non-Critical |
An incident with this priority is justified if interruptions occur which are not critical. It is caused by an error or an unavailable feature within the SEEBURGER system. |
Prio 4 incident |
Minor |
An incident with this priority is justified if only little interruptions occur or for generic enquiries. |
Note: The classification of an incident into one of the categories is generally determined by you when opening a support request. SEEBURGER, however, can reclassify an incident if this is necessary during the analysis by the Service Desk team. |
The incident is then routed to the right queue. An email is sent to you with the incident number which is important for the communication with the Service Desk team. After that, the incident is qualified and analyzed, and a solution is suggested. If the solution solves the issue, the request is closed.
If the solution does not solve the issue, the next level support is involved. There are 3 levels of this kind of support.
After finally resolving the issue, the respective request is closed. If the solution is considered as meaningful for other customers, an article for the Knowledgebase in the Service Desk is created.
Information: The incident can be reopened within 4 weeks if the same issue occurs again. |
In case you are not satisfied with the incident processing, you can contact the Service Desk team or send an email to escalation@seeburger.de.
For a detailed description of the incident management process, please see the Service Guideline - Customer Information on Technical Support available in the Service Desk: https://www.seeburger.com/services-training/support-services#c25292.
Find more information on the Service Desk here:
Home