Support Priority Rubric

Critical

Access to / functionality of the application is severely restricted or non-existent for majority of users.

• Site not responding - performance; Internal server errors; Maintenance page triggered; products not loading.

• Sign-in / Sign-up not functioning

• Majority products have pricing discrepancy. Ie/ Promotions not updated

• Orders cannot be placed

• Third party integrations are down causing issues:

  • Cova API’s

  • Merrco/Paysafe

  • Delivery provider (OnFleet, Pineapple Express)

Revenue Loss.

Customer Loss / Satisfaction diminished.

Within a 15 minute period.

Add an incident entry to the status page if resolution will be greater than 15 minutes:

https://status.hifyreretail.com/

Consider Site Messaging where relevant:

• Nav Alert

• Shop Page

• Cart

Use Dashboards and Saved Views in Datadog to get a quick pulse on eComm and/or Platform. Adjust time frames as needed to get a good view.

1. Order Volume

   1. all orders: [CS] All Orders

   2. eComm orders: [HRP] All eComm Orders

   3. clienteling orders: [HRP] All Clienteling Orders

   4. Note: there is low order volume monitor in datadog set for business hours and will ping active-incident slack channel if triggered.

   5. Overall view of order metrics: Order Metric Dashboard

2. Error Logs

   1. Production Errors: All Production Errors

3. Infrastructure

   1. eComm : eComm System Resources Dashboard

   2. Platform: Platform System Resources Dashboard

   3. Database: Database (Prod)

4. Third Party Integrator Status Pages

High

Non critical features of the application are not working properly and there are no acceptable, alternative solutions;

OR

Access to a critical feature is limited and negatively affecting some users.

Examples, but not limited to:

• Unable to update billing/shipping address in profile.

• Menus not displaying (at all); product showing but pricing not showing.

• Analytics / Reporting missing data or accuracy questioned

Revenue Loss

Customer Loss / Satisfaction diminished.

Within 4 business hours

Consider Site Messaging where relevant:

• Shop Page

• Cart

The following tools are helpful to troubleshoot based on the issue:

1. Datadog

2. HRP Dashboard

   1. Clienteling

   2. Menus

   3. Website Manager

   4. Analytics

3. Cova Hub

4. Postman

5. Merrco

6. Adobe Campaign

Medium

Important features of the application are unavailable, but an alternative solution is available;

OR

Non-essential features of the application are limited or unavailable with no alternative solution.

Examples, but not limited to:

• Analytics / Reporting missing data or accuracy questioned BUT similar report can be run in Cova

• 
  

User experience.

Low

Application is functioning normally. Issues reported are user specific.

Examples, but not limited to:

• Trouble verifying email.

• Email not received.

• Order payment errors (expected Merrco failed payment reasons).

• Styling issue on site (visual not functional).

• LP Branded pages not rendering.

User experience.

Quick verification to ensure it is user specific and not wide spread.