Skip to main content

 

 

 

 

Template:OutSystems/Documentation_KB/Breadcrumb_New_Layout

 

 

Template:OutSystems/OSLanguageSwitcher

 

 

 

OutSystems

Support ticket severity levels

This document applies to customers with a valid and active Subscription of the OutSystems platform.
Looking for Personal Environment support? Check this document.

When creating a support ticket, be sure to correctly identify its severity level. This ensures your problem gets solved quickly and without impact for your business.

OutSystems Support works with Severity Levels based on the impact of a given issue to the business of the customer.  Severity levels of Support Tickets are chosen by the customers upon opening of the ticket and should reflect the business impact of the issue, according to the definition below. OutSystems Support reserves the right to reasonably question customers on the chosen severity level and to downgrade said severity as the support ticket progresses.

The table below describes each of the severity levels available for Incident tickets and the environment for which the ticket can be open under that severity:

Severity Description Available for
Urgent (highest) Complete loss of service or a significant feature that is completely unavailable and no workaround exists. It does not include development issues or problems in staging environments. Production Environments
High Partial loss of service with severe impact on the business and no workaround exists. All Environments
Normal Minor loss of service. The result is an inconvenience, which may require a temporary workaround. All Environments
Low (lowest) No loss of service. The result does not prevent the operation of the software. All Environments

First Response and Subsequent Responses

First response means that OutSystems Support has analyzed the problem you reported, has performed initial analysis of your problem and will contact you with an indication of a remediation action for your problem, a request for additional information to better understand your problem or another relevant technical update to the case.

The first response times below apply only to customers with a valid subscription in force after January 1, 2020. Customers with a subscription in force before that date should consult the prior terms for first response times

OutSystems Support will provide the first response to your Support Ticket according to the table below:

Severity Level 1 Level 2 Level 3
All Customers Customers with TSM (*)
Urgent (highest) 4 Business Hours 2 Business Hours 2 Hours 1 Hour
High 8 Business Hours 4 Business Hours 4 Hours 2 Hours
Normal 2 Business Days
Low (lowest) 5 Business Days

(*) Read more about the OutSystems Technical Success Management (TSM) offer

 

After the first response, OutSystems Support will work on each ticket according to its current severity towards resolution. Depending on the Customer’s support level, OutSystems will, whenever possible, endeavor to provide the following:

Severity Level 1 Level 2 Level 3
(With or without TSM)
Urgent (highest)

Continuous work during customer's business hours
Status updates twice every business day (1)

Continuous work 24x7
Status updates according to first response time (1)

High Daily status updates by end of business (2) Status updates every 8 hours (1)
Normal Status update every 2 weeks (2)
Low (lowest) Status update every 4 weeks (2)

(1) Or as agreed between OutSystems and the customer on a ticket-by-ticket basis.
(2) Or as relevant progress occurs.

Support Access Periods

Support access periods depend on the level of support acquired by the customer and on the registered location of the customer:    

  • 8x5: customers are entitled to support during business days and business hours only;

  • 24x7: customers are entitled to support at any moment of any day. 

The Support Access Periods below apply only to customers with a valid subscription in force after January 1, 2020. Customers with a subscription in force before that date should consult the prior terms for support access periods

Customers have access to 8x5 or 24x7 support according to the table below:

  Level 1 Level 2 Level 3
(With or without TSM)
Support Access Period 8x5 8x5 24x7

 

  • OutSystems Business Days are Monday through Friday, except January 1 and December 25, for our customers worldwide. Customers in the Middle-East region have Business Days Sunday through Thursday (if their country works in Sun-Thu weeks).
     
  • OutSystems Business Hours depend on customer location:
    • 5 AM to 5 PM PST (Pacific Standard Time) for customers headquartered in North, Central, and South America;

    • 8 AM to 6 PM BRT (Brasília Time) for customers headquartered in Brazil;

    • 7 AM to 5 PM SGT (Singapore Time) for customers headquartered in countries in the Asia-Pacific region;

    • 9 AM to 5 PM JST (Japan Standard Time) for customers headquartered in Japan;

    • 8 AM to 5 PM GST (Gulf Standard Time) for customers headquartered in countries of the Middle-East region with Sun-Thu working weeks;

    • 8 AM to 7 PM WET (Western European Time) for customers headquartered in Europe, Africa and all other countries not considered elsewhere.

OutSystems Support follows an ITIL-like approach to solving Support Tickets, focused on customer value first. This means that we will focus on restoring service/value to the business, without forgetting the need to contribute to the continuous improvement of the service we deliver to customers.

After you open a Support Ticket, a support engineer will work with you to identify and resolve your issue. The resolution provided by OutSystems may include one or more of the following:

  • A Fix of the OutSystems Software;

  • A mutually agreed upon Workaround;

  • Another remedy, such as a reconfiguration of the Software.

We consider Support Tickets resolved if any of the following occurs:

  • Your issue is fixed;

  • Your issue is identified and 5 business days have passed since we provided you a resolution;

  • The source of the issue lies with third-party software or hardware components. In this case, OutSystems will continue to help as deemed appropriate by OutSystems Support management as you work with the third party on resolution;

  • You do not respond to a query or request from us for more than 5 business days;

  • You choose not to pursue troubleshooting of the issue;

  • It is not possible to obtain the elements needed for troubleshooting using reasonable effort.

For issues that reoccur you may open a new Support Ticket that refers to the previous one.

As a rule, OutSystems provides Support and Updates from its offices only. Remote assistance with internet-based conferencing tools is available and will be used only when deemed necessary by the support engineer and such use is requested by the Customer.

OutSystems Support works on support tickets according to their severity as follows:

  • Urgent and High severity cases are worked during the periods in which the customer is entitled to Support (8x5 or 24x7). For these cases, telephone / synchronous communication can be expected during those periods.

  • Normal and Low severity cases are worked Monday-Friday (except Jan 1 and Dec 25). For these cases, electronic/asynchronous communication can be expected.

When resolving a support ticket, the priority for OutSystems Support is removing the impact that an issue is having on customer activities. For that reason, OutSystems Support works with Customer in order to resolve a problem prioritizing workarounds or remedies such as reconfiguration of the Software. Production of fixes to OutSystems Software outside of a Monday-Friday period will only happen in association to an Urgent or High case, if no workaround or remedy such as reconfiguration of the Software is available, and if the End-Customer is entitled to 24x7 support.

Help Us Help You

To speed up the troubleshooting of your problems, be sure to include the below information in your communications:

When you use Support Portal to open your support cases most of the information above is automatically filled in. Even when submitting Urgent tickets, you should open it initially via Support Portal and then phone Support for expedited assistance.

Be sure to accurately explain the problem you are experiencing so that our support engineers can help you solve your problem quickly. Also, make sure you are available in case our support engineers need your assistance for further troubleshooting.

Support Level Availability

Each edition of OutSystems comes with an included Support level:

  Basic Standard Enterprise
Included Support Level Level 1 Level 2 Level 3 (*)
Support Level Upgrade Options - Level 3 (*) -

(*) Customers with TSM service get improved response times
Note: this table applies only to customers with a valid Subscription in force after January 1, 2020. Customers with a subscription in force before that date should consult the prior terms for support response times.

Escalating Support Tickets

OutSystems has an implemented Escalation Management practice that ensures we resolve tickets maximizing value for our customers. You can escalate a ticket when you feel that either:

  • Your ticket has become more severe or should have a higher severity level; or

  • We are not resolving your Service Request appropriately.

Before you request escalation, make sure that you have opened a Support Ticket. The information on the ticket must enable us to understand:

  • The severity of the issue for your business.

  • Why OutSystems must work on the issue with higher urgency.

When you escalate a ticket, the support team is trained to trigger internal escalation within the management of OutSystems Support, following our practice.

 

 

  • Was this article helpful?