Support
In order for our support engineers to diagnose the issue as quickly as possible, please follow the below guidelines for submitting a support ticket, emailed to support@doubleword.ai .
- Describe the issue / problem
- Assign a severity using the table below. Please put P0/P1/P2/P3 in the subject line of the email.
- Distinguish if internal issue or external (customer facing) issue
- Provide the Doubleword Endpoint Used
- Provide the Model hosted by Doubleword
- API Request(s) (Body + Response)
- If applicable, provide detailed steps to reproduce the issue.
- Ensure the email from which the ticket is sent is monitored, in case engineers need further information.
SLAs​
| Severity | Standard SLA (Business Days) | Doubleword Actions |
|---|---|---|
| P0 - Critical (System Down) Production system is down such that routine operation is impossible with no workaround. Requires immediate attention. | Within 1 hour 9am - 5pm EST | Doubleword will: (i) assign engineers to work continuously to correct the issue; (ii) provide ongoing communication on the status of the update or issue resolution; (iii) simultaneously begin work to provide a temporary workaround or fix. |
| P1 - High (Major Impact) Production issue where the system is functioning but in a degraded or restricted capacity. | Within 4 hours 9am - 5pm EST | Doubleword will: (i) assign engineers to correct the issue; (ii) provide ongoing communication on the status of the update or issue resolution; (iii) simultaneously begin work to provide a temporary workaround or fix. |
| P2 - Medium (Degraded Performance) Functionality is partially impacted, but core operations continue. Affects some users but not all. | Within 8 hours 9am - 5pm EST | Doubleword will: (i) triage the request, provide clarification when possible, and include a resolution in a future update. |
| P3 - Low (Minor Issue / Question) Request for information or feature request with no impact on business operations. | Within 2 Business Days 9am - 5pm EST | Doubleword will: (i) triage the request, provide clarification when possible, and may include a resolution in a future update. |
Definitions and Terms​
- Support business hours are Monday through Friday, from 9 AM to 5PM EST. Support business hours exclude local holidays and weekends.
- Additional assistance beyond what is included in a support plan can be purchased as Consulting Services which will be delivered by our Solutions Engineers.
- Initial Response Time is measured from when the customer issues a support ticket and correctly identifies the severity level.