Incident Management Process

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:

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

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

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

Priority

Time to first response

Time to resolution*

Examples of issues

P1 - Critical Incident

  • SLA: Immediate

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.

  • All users in a school are unable to use share screen functionality.

  • All Chromebook users in a school are unable to use share screen functionality.

  • All users in the middle school location are unable to share their screen.

  • All teachers are unable to use the Student Feedback Tool

P2 - Minor Incident

  • SLA: 2h

If your issue is a P2 and requires immediate Support, please call us to ensure the fastest resolution.

  • SLA: 8h (Within One Business Day)

One or more of Vivi's peripheral features is non-operational across your entire fleet or an entire location.

  • Digital Signage is not working across the entire school.

  • Digital Signage is not working in the middle school.

  • Video Direct is not working across the entire school.

P3 - Group Productivity Impaired

  • SLA: 4h

  • SLA: 32h (Within 4 Business Days)

One or more cohorts of Vivi users are experiencing issues with Vivi due to a common issue.

  • Chromebook users are unable to use capture screen.

  • Users are experiencing lag and poor streaming performance. When sharing their screens.

  • iOS users are unable to use Video Direct

P4 - Individual Productivity Impaired

  • SLA: 6h

  • SLA: 40h (Within 5 Business Days)

  • A particular video driver is incompatible with Vivi's extended display driver.

  • A particular webcam does not work with Live Broadcast

  • 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.

 

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.

  • Summary – A short one-sentence description of the issue

  • Description – A verbose description of the issue and if possible replication steps of how to recreate the problem.

  • Category – Selection of what categories the incident is associated with.

  • Impact – The impact the incident has on your organisation (see above).

  • Box Version – The firmware version running on your unit/s.

  • App Version - The app version installed on your device/s.

  • Operating System - The operating system which is affected in your Incident.

  • Operating System Version – The version of your operating system.

  • Affected Devices – The units in your fleet which are experiencing issues.

  • Participants – A selection of other admins in your organisation that will have visibility on the incident.

 

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.