Depending on the request type, tickets go into a workflow where they are handled by the respective team and at the appropriate priority level.
At any time, each request has a status associated with it. As the request moves through the associated workflow, the request status is updated continuously.
Bug & problem requests are continuously processed through a delicate workflow.
The below diagram explains the workflow and what each issue status means.
Problem assessment is usually done within a matter of days. Resolution times for other workflow stages are given below.
We understand that 18 months may seem like a long time! We thank you for your patience, and kindly ask you to consider the below:
Bugs that appear to be "simple" at a first glance can actually prove to be technically quite difficult to solve (for instance a bug related to the search algorithm).
Bugs that appear to be "small" at a first glance can actually prove to be very time-consuming (it is not uncommon that a bug could require +20 hours of software development).
If the bug is considered "high priority" (meaning it's a serious problem), there's a good chance that it will be fixed a lot faster than 18 months.
If the bug is affecting many TIND customers, it's also likely that it will be fixed a lot faster than 18 months.
TIND has staff on duty 24/7 to resolve critical issues. While critical issues follow the same processing workflow as bugs, the resolution time for most critical issues is less than 24h.
TIND has sophisticated monitoring to catch downtime and other performance issues.
For example: when a site response is less than 7 seconds, an engineer on duty will get an automated phone call alert.
In addition, we are continuously monitoring memory usage, disk space, load average and indexing tasks to address issues before they become an actual problem.
Most likely, we're on the issue and have resolved it way before you notice it. However, whenever an incident occurs, we will provide you with a detailed incident report.
Time frame for delivering the service depends mainly on the scope of the request and available resources.
Service requests requiring less than 2 hours of work should take about 3 months to deliver.
Service requests requiring more than 2 hours of work can take 6-12 months before delivery.
We are receiving a larger number of service requests and will therefore need to prioritize paid service projects.
Paying for a service will significantly speed up the delivery time frame.
Service requests requiring more than 4 hours of work will need to become a paid service.
Typical paid services are customizations of submission workflow, site URL, front page, authority setup, export formats, translations. New submission forms, new record types. Integrations with SSO, Discovery Service.
Time frame for answers depends on the complexity of the question and the backlog of requests to be processed.
Questions related to use of the software are usually answered within 1-2 weeks.
More advanced questions can take more time to process, because they could require a developer to look into the code or database, or because they may require the involvement of a product manager.