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How does ATLAS Support Work?

Dec 27, 2018

When you have an issue, you let your DTM or ATLAS Business Team member know. Then what happens?
We’re going to outline the support process to give you a better understanding of how your issues and requests get resolved.

After the Request is Submitted

When we are made aware of an issue, we first try and understand if it is something we can fix as a business team. Of the submitted requests, we can solve around 75% of them on our own without it needing to go into the support system.
If it is something we cannot solve we will submit it to the development team to look at, but first we first determine if it is an Incident or Service request: 

Incident – Something was working yesterday and is not working today on a production site. Incidents will be addressed using the priority scale (we’ll get to that later).
Service Request – A request for new/enhanced functionality that was not included in the original site at time of go-live sign off. Typically, this needs to be discussed as a team to understand the scope and scale of the request and how to fit it into timelines.
Requests that are Incidents
If the support request is deemed an incident, we immediately go into action depending on the level of priority it takes:
Prioritizing Incidents
We use a system to grade the severity of the support request especially in terms of the impact to your business. Below is a chart we use to help us prioritize the request and make sure that the most critical requests get handled in a timely manner during the incident process.


Priority (Impact) Description Examples Target Response Time (after notification) Target Resolution Time (after notification)
P1 (Critical) Website Outage Website is not loading, unavailable, or displaying an error message 1 Business Hour 4 Business Hours,. with continuous effort until resolved or an interim remedy (agreed upoin by providor and retailer) has been implemented.
P2 (High) Critical piece of functionality is not working -material business impact for 70%+ of customers for affected website Cash Bids are not displaying. Customers cannot login 4 Business Hours   1 Business Day
P3 (Medium) Important piece of functionality not working - business impact for 40 - 69% of customers for affected website Locations are not populating. Images are not loading. Forms are not functioning 2 Business Days 5 Business Days or Prioritized for Upcoming Sprint
P4 Low Impact piece of functionality not working - business impact for 1 - 49% of customers for affected website Social Feeds are not populating. Website is loading slowly. Unab le to add content. WFU newsfeed not populating. Website loooks strange on certain devices or browsers.  4 Business Days Determined at next prioritization meeting for future sprint. 

Incident Process 

  1. We submit the request to the ATLAS email inbox and explain the details of the request and assign the level of priority that it requires based on the above chart.

  1. Incident is reviewed by the development team, sometimes they fix it immediately, but most times it goes to step 3.

  2. Incident is imported into VSTS (our support tracking system for assigning tasks to the appropriate person), priority is confirmed, and incident is assigned to the correct individual on the team.

  1. Dev team works with person in charge of the incident to assign a point value to the request (how much time/effort it will take). 

  2. Incident is resolved and assigned back to the business team to ensure it was resolved correctly.

  3. When the issue is resolved to satisfaction, it is closed.

Of course, there are special circumstances to some requests but sticking to the prioritization process helps us to keep the flow going at an appropriate pace for all those involved.
Last but not least…
We hope that this provides you with clarity to the support request process! If you ever have any issues with your ATLAS Site or ATLAS Portal, please let us know as soon as possible so we can begin resolving the issue. Even if you aren’t sure if you need support or not, always reach out—better to be safe!
If you do not know who to contact with a request, you can always fill out our support request form on the ATLAS Support Site!

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