AdroitLogic Production Support Guide

This guide describes the support options available to customers purchasing Commercial Support from AdroitLogic. AdroitLogic offers Development Support as well as On-site Consultancy and Training in addition to 24x7 Production Support, and you could find more details and pricing from here.

Introduction

Once you subscribe to a Development or Production Support subscription, you will receive an introductory email with information and credentials to use the support channels available to you.

Web Based Issue Tracker

AdroitLogic hosts a web based JetBrains YouTrack instance. You will also receive one or more user names and passwords via email, to login to the system, and you should change your password on first login.

Issue Tracker URL: e.g. https://support.adroitlogic.com/youtrack
User name : <would-be-emailed-to-you>
Password : <would-be-emailed-to-you>

NOTE: Platinum and Gold support customers should notify Priority 1 and 2 issues by Phone (in addition to reporting over the issue tracker) to ensure adherence to the Service Level Agreement, and the shortest possible response and resolution times.

Email Support

Email support can used by emailing the dedicated email group assigned to you of the form <your-company-identifier>-support@adroitlogic.com, when access to the Web Based Issue Tracker is not possible for some reason (e.g. via an email enabled phone without web access). AdroitLogic will add any issues received via email into the web based issue tracker.

Phone Support

If your subscription is eligible for phone support, you would receive two or more direct phone numbers to reach support.

DropBox

Where large files need to be shared with AdroitLogic, you should place them into the DropBox folder shared with you. Please compress the files (esp Log files) before uploading, where applicable. You would receive the DropBox folder information by email where applicable.

Using the Web Based Issue Tracker

Web based issue tracker is a secure application with authentication and authorisation and hence you need to login to work with it.

Logging in

Navigate to https://support.adroitlogic.com/youtrack with your web Browser, and use your username and password to login to the issue tracker. 

issue tracker login

Once logged in, you will reach the main dashboard. This will list any issues reported by you, as well as allow you to report a new issue ("1"). The top search bar allows you to query issues with a powerful mechanism, and save such queries for future use as "Saved Searches". By default you will see the "Assigned to me" saved search as well as the "Reported by me" saved search which will show items requiring your attention. You can navigate back to the issue list any time by using the ("2") button.

issue tracker dashboard
Creating an Issue

To create a new issue, select the "New Issue" button at the top left hand side of the page ("1" - in the earlier image), and specify a summary for the issue, and a detailed description which will enable the support team to rectify the issue in the shortest possible time. You may attach or include configuration or log file snippets or screenshots where appropriate. Large files should not be attached to issues, but maybe uploaded via SCP/SFTP after first compressing them into an archive.

Specify the type of the issue as a production support "Issue" or development support "Question". For production support issues you can specify the priority as defined below. Where applicable, specify any environment details (e.g. JMS Server, Database Server or OS/JDK versions where an issue is suspected to be related)

issue tracker create
Specifying the Priority for a Production Support Issue

Specify the Priority of any Production Support issues using ("1"). For Development Support projects, this will default to "Question" and should not be changed. Production support issue priorities depends on the effect of the issue to your production deployment as listed below:

Support P1 - Critical (Priority 1)

The problem results in extremely serious interruptions to a production system, causing downtime. It has affected, or could affect, the entire user community of the software. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system. Data integrity is compromised and the service request requires immediate processing as the issue can result in financial losses.

NOTE: Platinum and Gold support customers should notify Priority 1 and 2 issues by Phone to ensure adherence to the Service Level Agreement, and the shortest possible response and resolution times.

Support P2 - Urgent (Priority 2)

The problem results in serious interruptions to normal operations. Important tasks cannot be performed, but the error does not impair essential operations. Processing can still continue in a restricted manner, and data integrity may be at risk.

NOTE: Platinum and Gold support customers should notify Priority 1 and 2 issues by Phone to ensure adherence to the Service Level Agreement, and the shortest possible response and resolution times.

Support P3 - Important (Priority 3)

The problem causes interruptions in normal operations. It does not prevent operation of a production system, or there could be minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software. The issue will affect a pilot, proof-of-concept or project deadline.

Support P4 - Minor (Priority 4)

The problem results in minimal or no interruptions to normal operations (i.e. causes no business impact). The issue consists of "how to" questions including issues related to APIs and integration, installation and configuration inquiries, enhancement requests, or documentation questions.

Progress of an Issue

As an issue progresses (i.e. comment, update, change state etc) you will receive notification emails. Please ensure that @adroitlogic.com email addresses are allowed to pass through any email / spam filters.

issue tracker notification
Commenting and updating an issue

You can comment or update an issue at any time through the web interface. However, note that the system does not process email responses.

comment on issue
Closing an issue or changing attributes

To close an issue or update its priority, or other information, change the attributes by directly clicking over them.

updating issues
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