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TIND SUPPORT INFO PAGE

This info page aims at explaining the associated workflows, priority levels and expected resolution times for each support request type.

 

Request Type Explanation
Bugs & Problems Bugs and other unexpected behavior. A feature is working incorrectly, but is not preventing you from day-to-day operations, and/or you can find a workaround.
Critical Incidents Issues preventing you from day-to-day operations. The service is not available, records are not appearing, or a production module is not working.
Configuration Services E.g. adding, modifying, removing: indices, facets, sorting, record fields, submission fields, email templates, collections.
Technical Services Assistance with cataloging templates, loan rules, right/access management, data exports and imports, batch processing, updating, or deletion of data.
Helpdesk Ask questions related to use of the software. E.g. how do I make a collection restricted? How do I export a list of records?

Workflows and statuses: what happens after submitting a request?

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. 

You can find a complete overview of all submitted (and shared) requests on the support request dashboard.

Support Dashboard

 

Support Portal-1

BUGS & PROBLEMS

What happens after a bug request is submitted?

arrow_whiteBug & problem requests are continuously processed through a delicate workflow.

arrow_whiteThe below diagram explains the workflow and what each issue status means.

arrow_whiteProblem assessment is usually done within a matter of days. Resolution times for other workflow stages are given below.


PROCESSING WORKFLOW

Support5



AVERAGE TIME TO RESOLUTION

 

timer-full-2

12-18 months

 Dev Backlog 

 

timer-3-quarter-2

6 months

 Dev Queue 

 

timer-half-3

1 month

 Fixing 

 

timer-quarter-2

2 weeks

 Deployment 

Why does it take 18 months to fix even just a "small" bug?

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:

arrow_whiteBugs 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).  

arrow_whiteBugs 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).

arrow_whiteIf 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.

arrow_whiteIf the bug is affecting many TIND customers, it's also likely that it will be fixed a lot faster than 18 months.

CRITICAL INCIDENTS

Critical issues are treated with the highest priority, around the clock.

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.

Does TIND monitor uptime?

arrow_whiteTIND has sophisticated monitoring to catch downtime and other performance issues. 

arrow_whiteFor example: when a site response is less than 7 seconds, an engineer on duty will get an automated phone call alert.

arrow_whiteIn addition, we are continuously monitoring memory usage, disk space, load average and indexing tasks to address issues before they become an actual problem. 

arrow_whiteMost 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.

CONFIGURATION + TECHNICAL SERVICES

What do the statuses mean?

 Open  the request is received and waiting to be processed.

 Need Clarification  need more info to begin work.

 Awaiting Implementation  waiting for available resources.

 Work in Progress  we are implementing the request.

 Customer QA  work completed, waiting for customer acceptance.

Time frame for service delivery?

arrow_whiteTime frame for delivering the service depends mainly on the scope of the request and available resources.

arrow_whiteService requests requiring less than 2 hours of work should take about 3 months to deliver.

arrow_whiteService requests requiring more than 2 hours of work can take 6-12 months before delivery.

Are all service requests free?

arrow_whiteWe are receiving a larger number of service requests and will therefore need to prioritize paid service projects.

arrow_whitePaying for a service will significantly speed up the delivery time frame.

arrow_whiteService requests requiring more than 4 hours of work will need to become a paid service. 

arrow_whiteTypical 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.

HELPDESK

When are questions and training requests answered?

arrow_whiteTime frame for answers depends on the complexity of the question and the backlog of requests to be processed.

arrow_whiteQuestions related to use of the software are usually answered within 1-2 weeks.

arrow_whiteMore 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.