201805 Response And Resolution Targets.xlsx
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Systems status and historical uptime can be reviewed at any time at http://status.adnuntius.com/
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Priority level
Description of the problemDescription of our serviceInitial responseResolution
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CriticalAds are not being displayed due to a failure in our code or on one or more servers.Notification: All servers are monitored 24/7 365 days of the year.

Personnel: Once a server stops responding, our Melbourne team is immediately notified. They will start resolving the problem without undue delay.

Communication channels: support@adnuntius.com.
Within 30 mins after detection.Final resolution within 8 hours (does not apply to problems caused by partners, where Adnuntius has no ability to solve issues).
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UrgentAds are not being displayed due to a customer- or partner-specific incident, not caused by a failure in our code or on one or more servers.Notification: The system supports email notifications that inform customers about non-delivering ads. This enables early detection of any problem.

Personnel: We have support teams in Norway, Sweden, Poland and Melbourne to handle support requests in the CET (8am-4pm) and AEST (8am-4pm) timezones.

Communication channels: support@adnuntius.com.
Within 1 hour (in support team working hours) or 8 hours (outside of support team working hours) after the customer notifies Adnuntius of the problem or Adnuntius otherwise becomes aware of the problem.*Final resolution within 16 hours (does not apply to problems caused by partners, where Adnuntius has no ability to solve issues).*
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HighCustomer cannot access APIs or user interfaces due to a failure in our code or on one or more servers. Already delivering ads are being displayed.Personnel: We have support teams in Norway, Sweden, Poland and Melbourne to handle support requests in the CET (8am-4pm) and AEST (8am-4pm) timezones.

Communication channels: support@adnuntius.com.
Within 2 hours (in support team working hours) or 8 hours (outside of support team working hours) after the customer notifies Adnuntius of the problem or Adnuntius otherwise becomes aware of the problem.*Final resolution within 16 hours.*
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StandardCustomer cannot perform a specific action due to design weaknesses or lack of training. APIs, user interfaces and servers respond as normal.Within 8 hours after the customer notifies Adnuntius of the problem or Adnuntius otherwise becomes aware of the problem.*Proposed plan for workaround (alternative actions to solving the goal of the intended action) within 5 business days. Final resolution when deemed feasible by Adnuntius.*
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* Applies to normal working days Monday through Friday.
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