Overview

Despite best efforts, from time to time outages and/or incidents resulting in impact to production environments will occur. To ensure that our Agency & Merchant partners are well-supported during these difficult times, we provide them with the ability to support a critical priority support ticket.

What is a Critical Priority Support Ticket?

These ticket types are directly integrated with our alerting and paging systems, and will  trigger an on-call page to our team, regardless of the time of day or night.

As a result, when a Critical Priority Support Ticket is submitted by an Agency or Merchant partner, our teams will be immediately paged and begin reviewing the ticket. We will acknowledge the ticket, while also keeping the lines of communication open as we work through initial troubleshooting.

Please keep in mind, we will share as much information as is available, however, it may not be possible for our team to provide an exact timeline for resolution. We will work with all cross-functional teams as required to ensure your issue is resolved as quickly as reasonably possible.

When Should I Create a Critical Priority Support Ticket?

A Critical Priority Support Ticket should be created when there is direct impact to one or more of your Production Environments, and there is no workaround available to mitigate the impact in the short or long-term.

What is Considered a Workaround?

• Ability to roll back a deployment (rolling back a code/design change, new feature, etc);
• Ability to temporarily disable a feature, section/page, promotional offer, etc

What If a Workaround Is Available?

Where a workaround is available, please select High as the priority. Setting a ticket priority of High will not deprioritize an issue, however, it will help us to minimize the number of paged events received and allow our teams to focus on troubleshooting and resolving issues as quickly as possible.

How Do I Submit a Critical Priority Ticket?

1. Visit https://support.nacelle.com
2. Click on "Submit a Request" in the upper right-hand corner of the page
   
   
   
   
3. Set Environment to Production
   
   
   
   
4. Set Priority Level to Critical
   
   
   
   
5. Continue filling out the support form as you normally would, then click Submit.

What More Should I Know?

This specific priority level is only available when the Environment field on our support form is set to Production. When Environment is set to "N/A" or "Development", the priority field will not be visible and the priority level will default to normal.

If a Critical Priority Support Ticket is submitted and our team determines that the environment is a Development environment, we may choose to deprioritize the priority level of the request and resolve the page. When deprioritizing the priority level, our team will be transparent and communicate our reasoning.

This will not result in the issue itself being deprioritized or delayed; priority will be instead set as High.

Managing Initial Launch & Known Holiday Events

If your team is currently developing your site and your site has yet to launch, or if there is a known holiday event approaching, please engage your Customer Success Manager (CSM).

CSMs will be able to work with you to create an escalated support ticket and ensure that our team works through any issues that may exist to enable launch and/or ensure that you are prepared for holiday events.