NEXIONsoftware
development

MON–FRI 09:00–18:00 UK

/triage

Fault
triage!

Answer four questions to classify the problem, then send it to the desk with the classification attached. The classifier runs in your browser only.

TRIAGE.CLASSIFIER

Classify the issue

Can people complete the main task?
How many users are affected?
Is data or security involved?
When did it start?

DESK.REQUEST

Send a support request

Include what you did, what you expected, what happened, when, and on which device or browser. Do not send passwords.

SEV-1
Service down or data at risk. Looked at first during desk hours.
SEV-2
Major function broken for many users, or with a painful workaround.
SEV-3
Limited impact; scheduled into the next maintenance window.
SEV-4
Cosmetic, wording or improvement request.

Contracted response targets, where agreed, are set out in each client’s support agreement.

The form returns a reference when our mail server accepts the message for sending. That is acceptance for processing, not confirmation a person has read it. We reply by email during desk hours, confirm the severity and keep you updated until the fault is closed with a short note of cause and fix.