We believe in transparency around our service levels, so everything you need to know is on this page.
Critical (Severity Level 1) issues will be those that severely impacts The Client’s use of the service and also where the Gnatta product is completely inaccessible. These include, but are not restricted to:
• Gnatta service is completely down/unavailable
• Data corrupted or lost and must restore from backup
• All agents are unable to log in
Definition of a Critical severity level 1 is to be determined by Gnatta. These issues take significant resource from Gnatta and must therefore be classified as such with extreme caution. Please refer to the escalation process; where possible, this must be a senior manager on behalf of The Client that has been made aware of and verified they consider this a critical severity level 1 incident.
Critical (Severity level 2) issues are where significant application wide performance degradation is experienced in the live environment. The situation is causing a high impact to portions of The Client’s business operations and no reasonable workaround exists. Service is operational but highly degraded to the point of major impact on usage. Important features of the offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion. This excludes functional degradation.
Definition of a Critical severity level 2 must be agreed by Gnatta. These issues take significant resource from Gnatta and must therefore be classified as such with extreme caution. Please refer to the escalation process; where possible, this must be a senior manager on behalf of The Client that has been made aware of and verified they consider this a critical severity level 2 incident.
Critical (Severity level 3) issues exist where major functionality is not working at all in the system. This is not impacting performance within the application itself, but is having a functional and an operational impact to The Client. No reasonable workaround exists. Examples of severity level 3 issues include but are not limited to:
• Harvesting applications have become unavailable/are not sending data in any way for a single channel
• Workflow system is not working at all
• Webchat is unavailable in full
Definition of a Critical severity level 3 must be agreed by Gnatta. These issues take significant resource from Gnatta and must therefore be classified as such with extreme caution. Please refer to the escalation process; where possible, this must be a senior manager on behalf of The Client that has been made aware of and verified they consider this a critical severity level 3 incident.
There is a partial, non-critical loss of use of part of the service with a significant impact on The Client’s business, but The Client’s business and Gnatta continues to function in some way. Short-term workaround is available, but not scalable.
This includes but is not limited to:
• Workflow system is not working as expected but is still assigning interactions to some degree. This includes all issues with assignation
• Performance issues with the Gnatta API
• Issues with data inside interactions
• Minor issues with harvesters
• General latency in application in general or in harvesting services
• Missing data from harvesters or from external applications either outbound or inbound
• User issues with passwords
• Unable to manage users caps/availability which excludes caps errors unless impacting on all users all of the time
• Hourly reports not sending as they should
• Issues with sending data to agreed external systems
• Issues with webchat (isolated to certain agents/consumer environments)
• Connectivity issues (widespread)
• Routing issues (not configuration related)
• Assignation issues (not configuration related)
Definition of a Critical severity level 4 must be agreed by Gnatta. These issues take significant resource from Gnatta and must therefore be classified as such with extreme caution. Please refer to the escalation process; where possible, this must be a senior manager on behalf of The Client that has been made aware of and verified they consider this a critical severity level 4 incident.
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users with an acceptable workaround available. Also includes requests for a feature or function that is not currently in the system and is not having any impact on the current live operation. These include:
• All bugs which do not fall into a category above severity level 5
• All additional functionality not currently Gnatta in general
• Additional functionality emerging from a project that was not originally part of the project scope finalised documentation
• Additional functionality that comes from a deployment
For detail on your uptime percentages, escalation routes and methods of contact for raising issues, please refer to your tier on https://gnatta.com/pricing/all-features/.
