Automatic response
When you report an incident in the issue tracking system, you get an automatic response, something like: "You receive this response because you have reported an incident...". This tells you that the correct email address has been used.
First feedback
You will receive the first real feedback as soon as possible, but no later than what we have agreed on i our service level agreement (SLA).
Ongoing feedback
Ongoing feedback is given for open incidents until they are solved. It is governed by your service level agreement (SLA).
Status for an issue
- Ticket created (status=Open)
- Additional information from customer needed to be able to start troubleshooting (status=Pending)
- Troubleshooting started (status=Open)
- Problem identified and next step decided (status=Open)
- Problem solving in progress (status=Open)
- Problem solved and testing in progress (status=Open)
- Solution implemented and issue resolved (status=Resolved)
Last report
When an incident has been solved a comment is added in the issue tracking system with the following information:
- Performed measures since the last report
- Current status and assessed customer consequences.
The incident status is changed to "Resolved" and you will receive an email.