Issue handling process

Incidents/Problems

If the issue is of type Incident/Problem, the following steps are taken:

1. The issue tracking system sets the priority of the issue to High
2. The customer can change the priority themselves or include it in the issue report text.
3. Support personnel read the issue and tries to judge the priority and change it if warranted.
4. Support personnel reply according to customer feedback routines.
5. If the issue has priority Urgent, support personnel immediately contact COO.
6. If the issue is of type Incident/Problem, support personnel immediately start troubleshooting and solving the issue.
7. Thereafter customer feedback continues according to service level agreements (SLA)

Feature Requests

General principles

If the issue is of type Feature Request, it is prioritized relative to existing development initiatives. Our general prioritization order:

1. Ongoing initiatives
2. Customer feature requests
3. New internal initiatives.

If an internal development initiative is of much higher priority than a customer feature request, this can override the general prioritization order.

The process

The process for handling feature requests is as follows:

1. Make sure the feature request has been added to our development backlog
2. A first evaluation is done, to establish the approximate internal priority (e.g. "development in progress", "already in roadmap", "not in near future")
3. The issue is closed and customer feedback is given.
4. Finally, when the feature request is released, customer feedback is given again.

Questions

If the issue is of type Question, feedback is given within a week.