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GLU.Ware Support Process

Contacting Support

The GLU Support Team is contactable through its GLU.Ware Support Desk. This allows for the formal tracking of Support Tickets from logging to resolution for management and SLA compliance purposes. All Support Requests MUST be logged in the GLU.Ware Service Desk. The GLU.Ware Service Desk is accessible here: https://gluglobal.atlassian.net/servicedesk/customer/portal/8. GLU.Ware Trained Users have been registered on the GLU.Ware Service Desk. Additional Users can be registered on request – please raise a Technical Support ticket for additional Users to be registered to be able to create GLU.Ware Support Tickets.

Logging a Ticket

From the landing page, select the type of Ticket to be logged:

  • All GLU.Console and GLU.Engine Software Errors should be raised using the Report a Bug ticket type;
  • All Configuration Support Requests, New User Requests, Deployment Queries, Usability Queries, etc. should be logged using the Technical Support ticket type;
  • New GLU.Ware Feature requests or suggestions can be logged using the Suggest a Feature ticket type; and
  • Any broader suggestions to improve our way of working can be logged using the Suggest Improvement ticket type.

‘Report a Bug’ Ticket Type Request Process

Once you click on the Report a Bug Ticket Type you will be presented with the following screen:

Please complete the Ticket Fields as follows:

  • Summary (Compulsory): Please provide a clear summary of the observed error e.g. ‘Add Environment Button is not working’ or ‘Handler not working on Duplicated flow’.
  • Description (Compulsory): Please use the description to add as much detail as possible such as details of the nature of this Issue, steps taken to recreate the issue, transaction identifiers or timestamps that would help GLU to identify the root cause of any issue in the logs.
  • Components (Compulsory): Please indicate in which Component the error has been observed.
  • Attachment (Optional): Where applicable, please attach the gluware.log (created in the deployment directory of the GLU Engine).
  • Priority (Compulsory): Please indicate the priority of the ticket in line with the contracted categorisations. Please note this priority selection is indicative only, the final priority will be set by the GLU.Ware Support team. Should the GLU.Ware priority be different from your selected priority, the GLU.Ware support team will notify you of the change and the reasoning behind the change.

Tickets created will result in an email confirmation being sent to the requestor. Updates to the ticket from GLU will show in both JIRA and in reply to that email.

‘Technical Support’ Ticket Type Request Process

Once you click on the Technical Support Ticket Type you will be presented with the following screen:

Please complete the Ticket Fields as follows:

  • Summary (Compulsory): Please provide a clear summary of the technical support request e.g. ‘Help with configuring Handlers’ or ‘Deployment Support’.
  • Description (Compulsory): Please use the description to add as much detail as possible about the support request.
  • Components (Optional): Please indicate in which Component/Product on which the support is being requested.
  • Attachment (Optional): Where applicable, please attach any relevant documentation to provide the necessary context and content for the technical support request.
  • Priority (Optional): Please indicate the priority of the ticket to provide insight to the GLU.Ware support team. Please note this priority selection is indicative only, the final priority will be set by the GLU.Ware Support team. Should the GLU.Ware priority be different from your selected priority, the GLU.Ware support team will notify you of the change and the reasoning behind the change.

Tickets created will result in an email confirmation being sent to the requestor. Updates to the ticket from GLU will show in both the GLU Support Ticket system and in reply to that email.

Priority Definitions

Please refer to the formal contract for contracted definitions. The definitions below provide an indicative definition of the Software Error priority options only.

  • Critical: GLU.Console or GLU.Engine are inoperable or a core function of the GLU.Console or GLU.Engine is unavailable;
  • Serious: A core function of the GLU.Console or GLU.Engine is significantly impaired;
  • Moderate: a core function of the Hosted Services is impaired, where the impairment does not constitute a serious issue; or a non-core function of the Hosted Services is significantly impaired; and
  • Minor: any impairment of the GLU.Console or GLU.Engine not falling into the above categories; and any cosmetic defects affecting the GLU.Console or GLU.Engine.

Ticket Response SLAs

Response times are provided below for ease of reference for the Support Team and are indicative only. Please note that at all times the signed GLU.Ware Contract defines the formal terms of the support engagement.

The GLU.Ware team shall use all reasonable endeavours to respond to all tickets promptly, and for Report a Bug Ticket Response in line with the following time periods:

  • Critical: Within 2 (two) Business Hours of receiving the logged ticket of the problem on the GLU.Ware Support Desk. GLU will provide feedback in respect of such problems on a 6 (six) hourly basis.
  • Serious: Within 8 (eight) Business Hours of receiving the logged ticket of the problem on the GLU.Ware Support Desk. GLU will provide feedback in respect of such problems on a daily basis.
  • Moderate: Within the same Business Day if the problem is logged on the GLU.Ware Support Desk before 12h00 (GMT+2) on a Business Day or before 12h00 (GMT+2) on the next Business Day, if the problem is logged on the GLU.Ware Support Desk after 12h00 (GMT+2) on a Business Day.
  • Minor: No response time applicable. Problems will be recorded by GLU for future upgrades and included at GLU’s sole discretion.

Ticket Resolution SLAs

Resolution times are provided below for ease of reference for the support team and are indicative only. Please note that at all times the signed GLU.Ware Contract defines the formal terms of the support engagement.

Whilst we all acknowledge that the time required to fix a defect in either the GLU.Console(1) or GLU.Engine (2) cannot be guaranteed, the GLU.Ware Support team shall use commercially reasonable endeavours to resolve defects raised via the GLU.Ware Service Desk promptly in line with the following time periods:

  • Critical: Improve critical GLU.Console or GLU.Engine Defects to Serious as soon as possible by providing Customer with a solution, temporary workaround or patch;
  • Serious: Improve serious GLU.Console or GLU.Engine Defects to moderate within 5 (Five) business days of logging the ticket on GLU.Ware Service Desk;
  • Moderate: Improve moderate GLU.Console or GLU.EngineDefects to minor within 14 (Fourteen) business days of logging the ticket on GLU.Ware Service Desk; and
  • Minor: may be attended to in the context of future releases of the GLU Software.
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