When submitting a support ticket to Chain.io, selecting the correct severity level ensures that your issue is handled with the appropriate urgency. Selecting the correct severity level ensures your ticket is routed correctly and addressed in the appropriate time frame. If you are unsure about the severity of your issue, reach out to your CSM for guidance. Escalation paths exist for critical issues; ensure you follow the outlined procedures to expedite resolution.
Severity Levels and Their Definitions
Severity 1: Critical - Business Operations Halted
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Example: Unable to move freight, clear shipments, or perform critical functions.
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Action Required: Open a ticket, immediately call your Customer Success Manager (CSM), and escalate to your Account Executive (AE) or Executive Sponsor as needed.
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Response Target: 24/7 support, with a response within 1 hour of escalation.
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Resolution Target: As soon as possible in a break-fix mode.
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Chain.io Resourcing: All hands on deck to resolve the issue as quickly as possible.
Severity 2: Major - Significant Customer Impact
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Example: Able to operate, but experiencing an issue that causes problems for end customers.
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Action Required: Open a ticket and immediately notify your CSM with the ticket number.
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Response Target: 1-hour response during business hours.
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Resolution Target: Typically resolved the same or the next day.
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Chain.io Resourcing: The customer success team prioritizes the issue and pulls additional resources as necessary.
Severity 3: Moderate - Workaround Available for a Short Period
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Example: A workaround exists but is not sustainable for the long term or the business can continue to service its customers while the issue is being resolved.
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Action Required: Open a ticket.
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Response Target: Same business day.
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Resolution Target: Typically resolved within 1 week.
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Chain.io Resourcing: The customer success team reviews and provides a triage plan. Fix is prioritized based on severity within normal development cycles.
Severity 4: Minor - Sustainable Workaround Exists or Feature Request
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Example: A workaround exists that allows normal operations, but you would prefer a permanent fix or enhancement.
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Action Required: Open a ticket.
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Response Target: 1 full business day.
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Resolution Target: No specific SLA; issue will be addressed based on existing development capacity and product alignment.
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Chain.io Resourcing: The customer team advises on the best schedule to resolve the issue.
Disclaimer: This page is for informational purposes only and is meant to facility proper categorization of tickets. All targets on this page are a best effort estimate and do not constitute a service level agreement or create a contractual obligation. If your Chain.io agreement has specific Service Level Agreements, they supersede any information on this page.