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Stellar Library Support.
We offer direct support for the Stellar Library Librarians via the support page on our website. Once a support email is sent we aim to acknowledge this with in 4 hours. This is during New Zealand business hours of 8.00 am to 6.00pm )
If the issue is of a technical nature ie a problem with either the servers or tablets we will forward this on to the development team. Depending on the priority, see “Priority Definitions” a response by them will be as defined. We will endever to keep the customer upto date on the issues each evening or as agreed with the customer.
If the issue is of a non technical we will either communicate via email or phone to resolve the issue. Our response time to this will be with in 8 hours of first receiving your support email.
For selected customers they have the CEO direct mobile phone number to report any P1 issues.
Stellar Library also has in place several applications to monitor the program so that we can be proactive identify issue before customers experience them. These applications are.
- Pingdom – This alerts the team that the servers are down – We are able to then action our response to this situation directly with the development team
- Hockeyapp – this allerts the development team that an iPad had closed unexpectedly and reports back why this issue has occurred. We have in place a process to review these files from Hockeyapp daily to identify any issues that are coming through. Through this process we are able to see which iPad has caused the problem and if needed contactt the recipiant ( iPad user ) to understand what he or she was doing to cause the app to close.
Priority Definitions
The following outlines the priorities definition for managing incidents;Incident Impact:
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Critical |
Application is down, primary processes are unavailable, Supported Application users severely impacted. |
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Severe |
Some parts of the application is down or not working. Primary processes are unavailable to all users, or the system is not functioning and all users are severely impacted. |
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High |
User/Specific functionality down: processes or some sub-processes are unavailable to one or more users, or the application is ineffective for some key tasks. |
|
Medium |
Single User/Inconvenience: solution is unavailable to a single user who is experiencing a problem that is causing inconvenience. Workaround may be available. |
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Low |
General Question: No or little impact; how-to, request for enhancement. |
Incident Urgency
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Severe |
Immediate response/resolution required. |
|
High |
More urgent than customer’s normal need. |
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Medium |
Within normal response/resolution times. |
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Low |
No urgency or within a reasonable timeframe. |
Priority Matrix
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Urgency |
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PRIORITY |
Severe |
High |
Medium |
Low |
|
Impact |
Critical |
P1 |
P1 |
P1 |
P1 |
|
Severe |
P1 |
P2 |
P2 |
P3 |
|
|
High |
P2 |
P2 |
P3 |
P3 |
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Medium |
P2 |
P3 |
P3 |
P4 |
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Low |
P3 |
P3 |
P4 |
P4 |
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1.1 Target Response Times
The following times are the target response times for the various incident priorities:
|
Priority |
Classification |
Response |
Status Updates |
Resolution Time |
|
P1 |
Urgent |
30 minutes
Outside normal business hours: 1 hour |
Within 1 Hour
Outside normal business hours: 2 hours |
Continuous Effort |
|
P2 |
High |
2 business hours |
Within 2 Hours |
Continuous Effort |
|
P3 |
Medium |
Within 1 Business Day |
Weekly |
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|
P4 |
Low |
Within 5 Business Day |
Weekly |
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