Support
Support Helpdesk

Report an Incident outside of business hours

6min

Summary

This document is a guide to submitting a support ticket as an incident to the Purple Helpdesk outside of business hours.

If you are a Gold Support customer, this will trigger our on-call service and we will contact you immediately to analyse your case and start troubleshooting. In order for the on-call service to be triggered, it is important that the support ticket you fill out meets a number of criteria. This article describes the handling of such an incident and the criteria that must be met when creating an incident ticket in our Purple Support Helpdesk to trigger the on-call service.

Please note: You must have purchased a Gold Support package to activate the out-of-hours (Monday to Friday: 09:00 - 18:00) on-call service. If you would like to book such a package, simply send us a message.



Preconditions

  • Have a Purple Helpdesk account with your company email address
  • Are familiar with the Support Categories so that you can classify your error
  • Learn all you need to know about How to report an error


Description

Incident Handling

When on-call is triggered, the support case is handled and charged according to your SLA agreement. In order to resolve support cases as quickly as possible, we rely on the cooperation of our customers. Please provide us with as much information about the support case as is necessary to resolve the issue.

Ticket criteria to trigger the on-call service

The following steps/criteria must be full-filled in order to activate the on-call service outside business hours during the week (09 a.m. - 6 p.m., with the exception of Berlin public holidays).

The reporting of an incident is done via ticket in the Purple Support Helpdesk https://support.sprylab.com/en/support/tickets/new

Ticket mask

  1. Requester: The email address of the ticket creator must contain @emaildomain from the customer's company.
  2. Support Category: An incident is classified 'Error Category 1'
  3. Report an Incident: The checkbox must be selected. (This checkbox should never be activated during business hours.)

Important: The on-call duty is only triggered if the ticket full-fills all 3 criteria.