Support procedures
How to get support for eva server and eva cloud versions
Last updated
How to get support for eva server and eva cloud versions
Last updated
From the support portal, you will be able to manage all support requests and tickets from a single place.
Support tickets are categorized according to a severity or business impact scale.
eva support team efforts are prioritized based on the business impact of the issue and on the support level of the customer organization.
When submitting a support ticket, you are requested to supply detailed information (version, type of product, environment information, etc.) in order for eva support staff to properly identify and diagnose the issue and speed up response and resolution of the ticket. Failure to supply this information upon request may result in a delay of support assistance.
Technical support cannot guarantee a fixed problem resolution period due to a number of influencing factors, amongst them:
Customer's timely replies
Response time of a third-party partner
The need to prepare and release a patch, software update, new feature, etc.
The severity of a support ticket is set according to the guidelines listed below. Since it is not possible to define every possible condition or technical situation, these guidelines can only provide guidance.
Blocker Incident (Total Impact, unavailability): Refers to a problem that impacts Customer’s eva Production Environment, where eva is down or seriously impaired or Customer’s production data is lost or destroyed.
We included a special type of Incidents for Data breach for any incident that causes the destruction, loss, alteration, communication or unauthorized access to personal data. Data breaches may have to be reported to the supervisory authority.
Requires maximum effort from eva and customer, until the environment is up and ready, an emergency fix is developed, or a workaround is available.
During the resolution of a case, the eva Support Engineer will maintain contact via chat and/or email, or both as needed.
Critical situations may require both Customer and eva personnel to be at their respective work locations on an around-the-clock basis.
If the authorized or designated customer contact is not available to engage in this effort, eva Support may reduce the severity level. If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, eva Support may close the ticket.
Critical Incident (Unavailability of a service or function that has an impact on productivity): Refers to a problem where eva is moderately impaired. The Customer’s eva system is functioning but in a reduced capacity, and there is no workaround currently available, or the workaround is cumbersome to use.
Requires intensive support effort from eva and customer, until the environment is up and ready, an emergency fix is developed, or a workaround is available.
Severity 2 situations do not generally require Customer and eva personnel to be at their respective work locations on an around-the-clock basis. eva Support personnel will agree with the Customer what effort is required.
If the authorized or designated customer contact is not available to engage in this effort, eva Support may reduce the severity level. If the customer refuses to implement the steps suggested to troubleshoot or correct the issue, eva Support Team may close the ticket.
Major (No impact on productivity): refers to problems or requests that has been identified but does not prevent normal operation of the Customer’s eva system, or where the situation may be temporarily circumvented using an available workaround. A Severity 3 case does not need to be related to an eva production system. No data has been lost, and the system has not failed.
Requires moderate support effort from eva and Customer, until a fix is developed or workaround is available, or the request is answered.
Severity 3 situations do not require around-the-clock effort.
Minor: refers to non-critical issues or Improvements, including general questions and requests for enhancements to the eva.
Requires low support effort from eva and customer, until a fix is developed, a workaround is available or an answer to the customer question has been provided.
Severity 4 situations do not require around-the-clock effort.
The situation reported in a ticket may be determined as "Blocker", "High", "Medium" or "Low", depending on the level of impact it has on the environment(s). This rating must be entered in the "Impact" field.
After a ticket is created, it will remain in "Open" status until it is possible to analyze it, when its status will change to "Assigned". If in the ticket description the necessary data to analyze the ticket has been entered, the status will change to "In Progress" and the flow will continue.
It is necessary to provide the support team with the necessary data to be able to generate a proper analysis from the beginning, so it is essential to include details of the problem, screenshots, data to consider depending on the situation and that may be of help to the team.
Now, to solve problems in which the error occurs in an environment where eva is deployed in the client's cloud (on premise installation), it is mandatory to enter the ticket (in addition to the minimum data and screenshots), the step by step of the execution to be able to reproduce it, a video and the log of the moment in which the error occurs.
In Cloud environments, these data provide more value to quickly detect the issue and iterate less, so it is also necessary to enter them.
If additional information is required, the ticket status may change to "Incomplete Description" or "Pending Customer" and the support team will ask the customer for the necessary data to continue handling the ticket.
The change of the status "Incomplete Description" and "Pending Customer" will depend on the entry of the information requested by the support team, being the customer's responsibility to provide it. The entry of the information will allow the ticket to return to its management flow.
To provide information, it is only necessary to review the ticket and access the "Provide Information" option.