Guide

Triage Tiers

Used by Aurora Commerce Triage Developers and Account Managers for the defining of what Tier an issue fall in to.

Suggest Edits

🚧

Out of Hours

Please see our Out of Hours Support Guide for more information.

Tier 1: (Critical / 'Highest')

To be issued Ad-Hoc

The System is substantially inoperable in a production instance with a high impact to a significant number of End Users.

Non-exhaustive list of examples of Tier 1 faults:

  • Security breach
  • Contractual, statutory, and regulatory compliance issues
  • Site is down/offline.
  • Site is unable to process transactions correctly.
  • Site is unable to process / accept payment correctly.
  • Site is unable to process orders correctly.
  • Site is not updating stock correctly.

Tier 2: ('High')

To be issued Ad-Hoc

A substantial feature referred to in the Specification is not working, or a substantial System related performance problem exists which although the Website(s) is available to the End User, it causes the System to perform poorly, impacting many or all End Users, but not the extent indicated by the examples given for a Tier 1 Support issue.

Non-exhaustive list of examples of Tier 2 faults:

  • Existing customers can login but new customers Cannot register
  • Searching does not work correctly
  • Checkout process contains secure and not secure items
  • Key Product data not being pulled in to display front end
  • Key Content not appearing on the Customer's storefront

Tier 3: ('Medium')

To be issued as an individual ticket or as part of a list of non 'Highest' or 'High' issues.

The Website is available to End Users but the System malfunctions in deviation from the Specification; however End User operation is not substantially impacted.

Non-exhaustive list of examples of Tier 3 faults:

  • Product data does not operate as designed but not to the extent indicated above for a Tier 2 issue
  • New category not appearing in content slots

Tier 4: ('Low - Lowest')

To be issued as an individual ticket or as part of a list of non 'Highest' or 'High' issues.

The Website is available to End Users with only a cosmetic System or Documentation error and End User operation is not substantially impacted, or product enhancement requests.

Non-exhaustive list of examples of Tier 4 faults

  • Development login password reset required
  • Minor impact on usage
  • Lowest priority issue
  • Other Free Works

Updated about 2 years ago