SUPPORT process
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      1. PS Internal Support Documents
      2. [INTERNAL] Processes, FAQ and other info
      3. SUPPORT process

      Emergency Support procedures

      We provide customers with access to Emergency Support for certain situations that occur outside of Live Support Hours (M-F, 9a-6p ET).

      Emergency/Priority Definitions:

      In the coming weeks, we will classify actual bug requests to flesh out these designations:

      1 – Fire 

      An entire application is unavailable, or nobody can execute a mission critical process

      2- Loss of Business

      A user cannot execute a contest in the studio.

      3 – Functionality

      Cannot save a Contest, replicated by client relations specialist.

      4 – Aesthetics

      Wording issue

      Procedure for Internally Developed Products

      Normal Procedure

      Andrew Smith is the Priority support contact for any PSN/PSMail emergency technical issues. Andrew can attempt to work with Mike Malone if it is something he can handle, otherwise, he will coordinate with Jeff or Vadim using the following steps, depending on the time of day.

      1. During Business Hours – 8 am to 5 pm M-F
        1. Urgent Slack message in the promosuite_next_mail channel
        2. If there is no response in Slack after 5 minutes, txt Jeff 631-741-7466 
        3. If you have no response to txt, call Jeff’s cell - 631-741-7466
      2. After Hours 6a – 8a and 5p-11p M-F and 7a-11p on weekends and vacation, the person who is responsible for after hours support:
        1. Urgent Priority Email and txt to Jeff 631-741-7466 to check email.
        2. If there is no response to txt in 5 minutes, call cell – 631-741-7466
      3. Late Night – 11p – 6a, 7 days a week.
        1. Call Jeff Cell 631-741-7466

      “Vacation” Procedure

      When Jeff has PTO/Vacation, non-emergency hotfixes need to be added to Jira and Vadim should be assigned and tagged in the card.

      For emergency related issues, add card to Jira, assign to Vadim and tag both Vadim and Jeff in the card. Alert Vadim via Slack in the promosuite_next_mail channel that there is an urgent hotfix that needs his attention.

      For Fire level emergencies, such as an entire application is unavailable or non-responsive, escalate immediately to Jeff, via txt.

      If Andrew is out, the Andrew role will be played by Steve Williams/Wendy

      On-Call Schedule is HERE