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Understanding Our Support System: From Issue Classification and Response Times to Recovery Objectives and Security Incident Protocols

Help desk support is available between 9:00 am to 5:00 pm ACST on business days.

If you have questions about Trellis not covered by this documentation, make a support request by phone or email using the contact details below.

See the service response and rectification times section below for details relating to the method by which support requests are prioritised and target response times.

 

Severity Level Definitions

When an issue is reported, the issue will be assigned a severity level based on the following criteria:

Severity Level

Definition 

S1
Critical

Affects critical functionality or data, with no workaround.
For example, the system is unavailable, data within the system is unavailable, or system security is severely impacted.

S2
Major

Affects major functionality or data, with a workaround that is not obvious or is difficult.
For example, data is not visible in one report and can only be seen in other reports by following multiple complex steps.

S3
Minor

Affects minor functionality or non-critical data, with an easy workaround.
For example, a chart displaying data easily available through another report is not functioning.

S4
Low

Does not affect functionality or data and no workaround is required.
For example, a layout defect or spelling error.
 
 
 

Priority Level Definitions

Once an issue has been classified with a severity level, a priority level will be assigned to determine when it will be resolved. Priority is assigned based on the severity of the issue, number of users impacted, and the steps that will be taken to resolve the issue.

Note that all severity level 1 issues are assigned priority level 1.

Where the resolution time specified below is not expected to be met, Trellis support will provide updates on the estimated resolution time.

Priority Leve

Resolution Time 

P1 - Critical

4 hours

P2 - High

2 business days

P3 - Medium

10 business days

P4 - Low

As agreed with client
 
 

 

Support Response Times

When an issue is raised and cannot be immediately rectified, Trellis support will respond with an acknowledgement and explanation of the assigned severity level and expected resolution time, and recommend a workaround if possible.

For S1 and/or P1 issues raised during support hours, Trellis support will respond within 1 hour. For all other issues raised during support hours, Trellis support will respond within 2 business days.

If a support request is made outside support hours, it will be attended to during the next business day in accordance with the above response times.

 

Recovery Point and Recovery Time Objectives

Our recovery point objective (RPO), the maximum length of time for which data may be lost in the event of a serious incident, is 12 hours, with full system backups taken twice daily.

In the event of a major incident which causes the primary servers to be unusable, our recovery time objective (RTO) is 24 hours.

 

Security Incident Notification Times

In the event that a security incident is detected, Trellis Technologies will notify affected customers within 48 hours.