How to use Critical Support
Guidance on critical support - what it is and how to communicate critical issues - whether you have an enhanced support pack or Enterprise
Written by Jean Kemp
Updated at May 14th, 2024
Table of Contents
What is Critical Support?
Critical 24/7 support is available as an optional feature of your Enterprise licence, or can be purchased as an enhanced support pack. Access to this means that your Critical Support requests (i.e., where your service is severely affected) will be responded to around the clock with a response time of 30 minutes.
What are Critical issues?
Critical issues are where your app does not function at all, or one of the key functions is very severely degraded. We use the prioritisation categorisation below to help us determine urgency and impact of an issue - only P1 issues are considered Critical.
| PRIORITY TYPE | ISSUE | INITIAL RESPONSE TIME |
ACTION/ RESOLUTION TIMEFRAME |
|
P1 - Critical - App does not function at all
|
App has no content, timelines do not load at all, daily/weekly editions, breaking news or live blogs are not being published, subscribers cannot login to see content | 30min |
Immediate action (assuming business hours).
Resolution attempted as soon as possible |
| P2 - High - App function is severely compromised | Timelines/editions not updating in line with feed updates, users cannot make in-app purchases, users cannot register | Within 2 hours |
Action within 2 working hours of response.
Resolution attempted within 1 business day. |
| P3 - Medium - Functional defect or non-essential features impaired | Incorrect layout/styling on Home Timeline, layout/styling issues on cards/articles, analytics issues, push notification issues, ads issues, canonical linking not working as expected, comments not working as expected, main images missing | Within 4 hours |
Action within 4 working hours of response.
Resolution attempted within 2 business days. |
| P4 - Low - Cosmetic defects or no impact on normal service operation | Fonts/colours/icons incorrect, smaller less obvious styling issues, in-line images missing | Within 2 working days |
Action within 2 working days of response.
Resolution attempted within 5 working days. |
How do I report a Critical Support issue?
In the first instance raise a support ticket with support@pugpig.com as usual with an indication in the subject line that the issue is Urgent. The usual support ticket etiquette applies - e.g., add as much detail as possible, provide screenshots/captures, include information on device, how many users are affected, when the issue started, how to reproduce and so on, to ensure our engineers have as much information as possible.
This ticket should be raised regardless of the time.
When should I use the Critical Support number?
If outside of our UK office hours, 9am - 6pm, you will be provided with a phone number you can call to ensure your ticket is prioritised. This number is for out of office hours only, and only for P1 designated issues.
If you wish to draw attention to a ticket during office hours which is Critical ensure that you include ‘Urgent’ in the title so that it's immediately apparent for our Support Team.
How is Critical Support Time tracked and billed?
Once support work begins time is tracked as normal for both Enterprise and Enhanced Support Packs.
For Enterprise licence customers the time is included in the Enterprise licence.
For Enhanced Support Packs all out of business hour calls carry a minimum support time of 2 hours. Support work conducted out of business hours is counted at double rate and billable.