Policy

How do people get help?

The preferred way to report support/feature requests and failure complaints to the system administration team should be via the Flying Circus’ RT ticket system.

Sending email to support@flyingcircus.io causes a ticket to be created that will be followed up by our system administrators.

Requests reported via alternative communications should get an associated ticket if they require a non-trivial amount of work.

How do we respond to support tickets?

The following steps are taken by our support team to ensure an adequate response to support requests. For requests that require a response time according to an SLA this procedure must be completed for the SLA to have been fulfilled:

  1. The incoming ticket is manually reviewed for two factors: importance and urgency. Importance indicates the size of business impact if the problem does not get solved. Urgency indicates a time limit until the request needs to be solved. The two factors are dealt with in a binary way (important/unimportant, urgent/not urgent).

  2. Depending on the outcome of the review the following steps will be taken within the response time limit:

    Important and urgent (Q1)

    A support person is allocated to the task and begins work on the issue.

    Important but not urgent (Q2)

    A support person is allocated to the task and a proposed date is announced when work will be started.

    Not important and urgent (Q3) or not important and not urgent (Q4)

    The support ticket will usually be moved to a regular maintenance tracker and dealt with “as soon as time allows”.

    No classification possible due to missing information

    We will inquire with the reporter of the issue about missing information to allow classification for importance and urgency.

    Having inquired for the information will be counted as having reacted within the response time.

Emergency contacts

What is an emergency?

An emergency is any situation that prevents the Flying Circus from fulfilling it’s contractual duties in a substantial amount. This includes large customer visible outages or the inability to proceed with development. Emergencies should be reported immediately to a member of the system administration team.

Handling of an emergency

In case of an emergency, the system administration team concentrates all resources towards a resolution. Other work is postponed until the problem is resolved. Information about emergencies and disruptive work is published on our status page.

SLA contact

Clients with a specific service level agreement (defines standby times, response times and penalties) receive a client specific identification number (PIN). In case of an emergency, there are the following ways to activate the standby support:

  • Automatic system monitoring (nagios) detects an outage.

  • The client sends an email to emergency+<PIN>@flyingcircus.io (If your PIN is 1234, send an email to emergency+1234@flyingcircus.io).

  • The client calls emergency support number +49 345 95990625 and enters the client-specific PIN.

    The call is forwarded to the active primary supporter who either picks up immediately or calls back within the allowed time frame of the SLA.

In any case there will be a support ticket created automatically.

Warning

The standby support is only notified during the hours booked according to the SLA.

Note

When an emergency ticket is created the active supporters are notified via

Non-SLA contact

Clients without a specific SLA need to notify the support via the non emergency ways:

Responsibilities of the system administration team

The system administration team ensures that the servers and networks run as expected. It performs maintenance of the installed components, maintains security, and develops new features.