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Gamnify Integration Documentation

Support Escalation

Gamnify Integration Documentation

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Support Escalation Support Escalation
Table of contents

Support Escalation Procedure¶

This document establishes the process for escalating issues using Slack as the primary communication channel between Gamnify and the operator.

Communication Channels¶

Primary Channel: Slack (as pre-agreed by the two parties)
Backup Channels:
- Email ([email protected])
- Phone (in case of Slack unavailability or a P1 incident). Please contact the team for phone numbers.

Incident Reporting & Resolution Process¶

1. Initial Reporting¶

Any operator noticing an issue should report it in the Slack channel ideally including the following information:

Title: Brief description of the issue.
Product Impacted: e.g., Scheduled Feed for Bundliga
Description: Detailed explanation of the problem.
Impact: Description of the impact on operations.
Severity Level: P1, P2, P3 or P4
Timestamp: Time of occurrence.
Screenshot/Logs: Attach any relevant evidence.
Tag relevant stakeholders.

2. Acknowledgment¶

Within 15 minutes of reporting, Gamnify's support must acknowledge the issue in the Slack channel.
A severity level (P1-P4) is agreed upon.

3. Severity Levels¶

P1 (Critical): Severe impact on operations; immediate attention required.
P2 (High): Major issue with significant impact but not critical.
P3 (Medium): Moderate issue with some impact on operations.
P4 (Low): Minor issue with minimal impact.

4. Incident Management¶

Continuous updates will be posted by Gamnify's support personnel every 30 minutes in the Slack channel.
If necessary, a call will be organized using Slack huddle, or Microsoft Teams, whichever way is most appropriate for the operator.

Post-Incident Review¶

Post-Mortem Meeting¶

For P1 and P2 incidents, a post-mortem meeting will be scheduled by Gamnify within 24-48 hours to review the issue, its resolution, and lessons learned.
The findings and improvement actions will be shared in a document with the operator via email.
The total time for resolution is agreed upon, and any service credits due to the operator are reported in the post-mortem.

Feedback Loop¶

We encourage the team members on the operator's side to provide feedback on the escalation process to ensure it remains effective and efficient.