When an incident (an error or a system malfunction) occurs, the Administrator investigates what went wrong and assigns a priority level to it based on the impact and urgency of the failure or interruption. Each priority level is assigned a specific response time. If the incident is assigned the highest priority level (Сritical), the Administrator has to start working on resolving the incident immediately.
Having examined the incident, the Administrator starts to resolve it. After the incident has been resolved, the Administrator draws a conclusion on the cause behind the failure — whether it is a system error or a user error (by the Participant) — and make recommendations for preventing recurrence of such incidents in the future.
If the incident occurred due to the Participant’s fault, the Participant will be responsible for the costs incurred while resolving the incident.
Categories of urgency
Types of requests
When the system is in operation and incidents occur or there is a need for implementing new features, the Participant sends requests with a description of the issue to the Administrator to the following email address email@example.com. For each type of request, specific response time is set forth.
|Issue||Some issues have arisen during system operation and assistance is required, except for situations covered by the “Service Request” and “Error” request types.|
|Feature Request||A request for implementing a new feature into the system. This type of request implies that it is necessary to make changes to the system’s source code and documentation. It is also possible that the functionality specification needs to be supplemented.|
A request for system maintenance to be performed by the Administrator (maintenance):
This type of request is determined by the Administrator. During the analysis of the system’s behaviour, a discrepancy between the real and claimed capabilities and/or an error in the software has been detected.Note: the system’s capabilities are defined in the functional specification and official operation manuals.