PlayerLync Support Response
Written by Russell Fick
Updated at June 20th, 2022
AVERAGE SUPPORT RESPONSE TIMES / DEFINITION
| Type | Description | Business Hours | After Hours |
|---|---|---|---|
| New Ticket Initial Response Time | Tickets emailed to support will receive an instant reply from our support system. All support engineers and managers receive a text message and email that a new ticket has been submitted. | 22 minutes (Avg) (Mon-Fri 7am-6pm MST) |
41 minutes (Avg) (Sat-Sun, Mon-Fri 6pm-7am MST) |
| Regular Support Tickets | Post initial response to any ticket, regular tickets are defined as issues that do not require the software development team. All PlayerLync support engineers have ability to login to all necessary servers, databases, backup systems, licensing, application builders, network monitoring, and server management systems. Those tickets that require Dev changes will then follow "Software" metrics below based on classification. | 3.1 hours (Avg) (Mon-Fri 7am-6pm MST) |
4.3 hours (Avg) (Sat-Sun, Mon-Fri 6pm-7am MST) |
| Software Bugs-Critical / Hotfix | Critical bugs that are affecting more than 5 percent of your user-base and the bug prevents you using the application. Hot fixes fall outside of the normal development cycle and will be created and tested as quickly as possible and applied as a hotfix to your server or individual applications that are affected. | 17.3 hours (Avg) (Mon-Fri 7am-6pm MST) |
22.5 hours (Avg) (Sat-Sun, Mon-Fri 6pm-7am MST) |
| Software Bugs - Major | Major bugs are classified as bugs that impact more than 5 percent of your user-base and prevents the use of a features or workflows, but there is a work around that allows you to utilize your applications. PlayerLync follows an Agile development process with 2 week sprints and monthly product releases. | 4 weeks (Avg) (Mon-Fri 7am-6pm MST) |
4 weeks (Avg) (Sat-Sun, Mon-Fri 6pm-7am MST) |
| Software Bugs - Minor | Minor bugs are classified as bugs that usually only presents itself under very obscure or limited use cases. There is always a workaround to avoid these bugs. They do not impede your workflow or application use. | 8 weeks (Avg) (Mon-Fri 7am-6pm MST) |
8 weeks (Avg) (Sat-Sun, Mon-Fri 6pm-7am MST) |