Effective On: 02/02/2021

Emergency support policy

Through the Digital Deployment Support Program, we strive to provide timely resolution for all submitted issues. Occasionally, there may be business-critical problems that require immediate attention from our team and continued assistance until the issue is resolved. This document outlines the scope of our emergency response services, how to submit an emergency ticket, and what to expect once you’ve done so.

Scope

Emergency response is limited to business-critical issues where you’re experiencing a loss of service or significant functionality. Examples of these kinds of issues include:

• Your website is not loading for multiple users
• Your website is loading, but it’s showing an error instead of content or the content is significantly malformed or out of place
• Your website appears to have been defaced/hacked in some manner  
• Any urgent security-related matter

Examples of issues that would be out of scope for emergency response:

• You need to make a change to a piece of content (even if it’s a really important change) and the website is working normally
• You need a new feature added to your website 
• You notice a non-critical/cosmetic bug or a bug for which there is an obvious workaround
• Your website is loading, but it’s occasionally slow
• You need to know how to perform some action on your website, but you can’t find documentation for how to do it.
• You need to make a change to a piece of content (even if it’s a really important change) and the website is working normally

It is impossible for us to enumerate all of the possible in-scope/out-of-scope issues. The guiding principle behind determining whether or not something is in scope for emergency response is this:

If the problem represents imminent harm to your organization or your brand, it’s an emergency (this includes any security-related concerns). If not (or you’re not sure), it’s probably not an emergency.

We reserve the right to reclassify a ticket priority level at any time if we reasonably believe that the classification is incorrect.

How to submit an emergency ticket

We have three methods that you can use to notify us of an emergency: by email (preferred), via the emergency voicemail service, and through the support portal.

1.) Using the support portal or In-App widget (preferred)

We have a web-based portal for our help desk system running at https://support.digitaldeployment.com. Using this portal, you can submit both emergency and non-emergency tickets, view our knowledge base, and view and update your existing tickets.

To submit an emergency ticket, go to https://support.digitaldeployment.com, click “Submit a Ticket”, log in (or create an account if you don’t already have one), and fill out the ticket form, making sure to check the Emergency checkbox on the form.

2.) By email

Send an email to emergency (at) digitaldeployment.com from your work account. Be sure to include the following information:

• The URL to the specific page where you’re seeing the problem (if an issue is occurring on multiple pages, pick the most important one. We’ll focus on that one first)

• Additional URLs where you’re seeing the same problem

• Any additional information about the expected behavior of the identified pages

• A phone number where we can reach you

3.) By voicemail

Call our main phone number (916-238-1800) and press 9 to be routed to the emergency voicemail. Leave a message that includes:

• Your name and phone number

• The domain/web address of the site that you’re calling about

• A description of the problem

Your voicemail will be transcribed to text and entered as a ticket in our support system. If you aren’t automatically included on the ticket, the responding team member will add your email address to the ticket so that you receive responses as the ticket progresses.

What to expect

When we receive the emergency ticket, we will immediately page the relevant team members to alert them to start working on the ticket. You should expect a response to your ticket within 30 minutes confirming that it’s in progress.

Our first priority with a ticket is to resolve any underlying technical problem. You can expect a progress update via a ticket response every 30-60 minutes as the ticket progresses. During an emergency, our engineers will focus solely on resolving the defined issue. We will issue regular updates on the ticket to keep you apprised of the progress. We may ask you to jump on a zoom call or conference call if clarification is needed. To ensure the fastest possible resolution time, we try to limit communications during the emergency to written ticket responses and reserve more extended communications (conference calls, updates to management, etc.) until after the emergency is abated.

Once the problem has been resolved, we will send a final update on the ticket letting you know that the problem has been resolved. If the emergency ticket was submitted after hours, root cause analysis beyond resolving the emergency, preventative measures for the future, etc. will be documented and communicated during the next block of normal business hours.