Incident Management Process
- Patrick H
What is an Incident?
An Incident is an unplanned interruption to, or quality reduction of Vivi’s service. These are unplanned events that require help from the Vivi to restore normal function of the service we provide. Incidents differ from Problems:
An Incident interrupts normal service.
A Problem is defined as a cause, or potential cause, of one or more incidents raised by customers and cannot be resolved by the Support Team. A Problem is resolved by fixing the root cause of a known error and follows a different process than the Incident Management process.
Problem Management resolves the root cause of the problem whereas Incident Management restores services to normal working levels
Which channels do we receive Incidents?
Vivi only accepts Incidents through two channel:
Tickets which are logged through Vivi Central under the Support section in the left menu.
Phone calls to our contact centre (details of numbers below).
Raising an Incident outside of these channels can result in limitations of structure or prioritisation. This means that a high-priority incident may be not be attended to immediately. We encourage all customers to make contact direct to the Support Team through these channels.
Please do not email our service desk directly or use the Atlassian ticketing portal to raise an Incident.
Service Level Agreements
Vivi’s Support Team adhere to the following SLA’s.
SLA Name | Description |
|---|---|
Time to first response | This SLA will begin when an incident has been created. After a Support Engineer has been assigned to the ticket and has responded to the initial query, this will mark the SLA as completed. This will allow customer’s to know that Vivi has received their ticket and it’s being actively worked on. |
Time to resolution | This SLA will ensure tickets are being resolved within an acceptable time based of the priority in which the the ticket has been logged or adjust by the Support Engineer. Tickets have varying SLA’s depending on the severity and impact which the customer has logged during initial logging of the ticket. This SLA will begin counting when the ticket has passed it’s ‘Time to first response’ SLA. This ticket will pause counting when the status has changed into ‘Waiting on Customer’ whilst the Support Engineer waits for a response. Successful resolution of this SLA will occur once the ticket has been marked as resolved. |
All SLA’s are timed depending on the region’s business hours (excluding national public holidays):
Region | Operating hours |
|---|---|
APAC | 9AM - 5PM AEDT/AEST |
Americas | 8AM EDT/EST - 5PM PST/PDT |
EMEA | 8AM - 5PM BST/GMT |
Service Level Agreements: times & severities
Priority | Time to first response | Time to resolution* | Examples of issues |
|---|---|---|---|
P1 - Critical Incident |
If your issue is a P1 and requires immediate Support, please call us to ensure the fastest resolution. | SLA: 4h (Same Business Day) | An entire Vivi fleet or an entire location is non-operational. All users or a large cohort of users are unable to use Vivi's core screen sharing functionality and/or instructional learning tools.
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P2 - Minor Incident |
If your issue is a P2 and requires immediate Support, please call us to ensure the fastest resolution. |
| One or more of Vivi's peripheral features is non-operational across your entire fleet or an entire location.
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P3 - Group Productivity Impaired |
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| One or more cohorts of Vivi users are experiencing issues with Vivi due to a common issue.
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P4 - Individual Productivity Impaired |
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Resolution is classified as the closure of a ticket, whether that is resolving the Incident or escalating it into a problem.
When and how do Incidents become Problems?
An Incident becomes a Problem when the Support Team have exhausted all troubleshooting and the Incident requires a more in depth investigation by our Engineering team. The Incident is then converted into a Problem and the Problem Management Process will begin.
How to contact Vivi Support
Raise a Support Ticket
Our service desk is powered through Atlassian’s Jira Service Desk and an account will be automatically created for you as an IT admin through Vivi Central when you raise an Incident. When a response is added, an email will be sent to your email address which you can simply reply to, to communicate with our support staff.
It’s important that the email you use in Vivi Central is the same as the email you are responding to the ticket with. Failure in doing so can result in your response not being captured on the Incident and not being responded to by our Support Engineers.
Whilst rare, please check your junk/spam folder to ensure that your mail filtering hasn’t marked emails from our system as spam. Alternatively, you can whitelist jira@vivi.atlassian.net to avoid any issues.
Calling Support
You can contact Vivi on the phone via the below numbers, we do ask that you try and have the same information ready as you would should you be raising a ticket.
APAC: +61 1300 920 555
Americas: +1 800 265 1560
EMEA: +44 (0) 800 014 8997
Within Vivi Central (http://admin.vivi.io) you can raise a ticket with our support team. To do this simply choose the Support option on the left menu in Vivi Central. You will also see any previous tickets that have been raised within your school along with any Problem tickets. | 
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Once you’re in the ticket creation form, you’ll see the following fields that are required to be filled out so that our Support Engineers can assist with your Incident.
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Workflow and status descriptions
Status | Description |
Waiting on Support | Waiting on the Support Engineer to respond to the Customer. |
Waiting on Customer | Waiting on the Customer to respond to the Support Engineer. |
Ticket Pending Closure | Incident has remained in ‘Waiting on Customer’ for 5 business days and has transitioned into this status. A message has been sent to Customer to prompt action/information. The ticket will stay in this status for 3 more business days to wait for a customer response before transitioning to ‘Final Reminder’. |
Final Reminder | Incident has remained in 'Ticket Pending Closure' for 3 business days. When a ticket reaches this status, the Customer will be notified that the ticket will close in 1 business day due to inactivity and transition into closed. |
Engineering Review | The Support Engineer has escalated the Incident to Engineering for further guidance. |
Faulty Return | The Support Engineer has identified a fault and has organised an RMA. A ticket will sit in this status until a device has been received by Vivi and physically assessed for a fault and appropriate action taken. |
Closed | Incident has been resolved, auto-closed or converted into a problem ticket. |
Auto closure automation
Our service desk uses Auto Closure automation to close off tickets which have been resolved without confirmation or prompt customers for a response because of several scenarios:
The support engineer has requested action from the customer and are waiting for a response
To request confirmation that a ticket has been resolved
To ensure proper closure of support tickets without the need for manual intervention
Our automation will remind you if we are waiting on response for 5 business days, then again after another 3 business days. After a total of 9 business days without a response the Incident will be closed and cannot be re-opened. If your Incident still remains, please raise another ticket and quote the previous ticket number for reference.
If you require more time for troubleshooting and wish to restart the auto closure process, simply respond to the email and the automation will start over again allowing additional time for the ticket to stay open.