Severity | Support Level | Definitions | TeamApt Code | Incident Reporting | Work will be performed | Initial response | Updates |
Critical | 2 & 3 | Unavailability of the Application causing financial loss to the client. opt in to notify all stakeholders hourly until it is resolved. | Yellow | 24/7 | 24/7 until resolved | 30 minutes | 30 minutes |
High | 2 &3 | Non-Critical loss of functionality, performance issues | No Code Call | During working Hours | During working Hours | 45 minutes | 1 Hour |
Medium | 1, 2, 3 | There is a known workaround, a bug causing inconvenience to users | No Code Call | During Working Hours | During Working Hours | Next Business Day | When resolved |
Low | 1, 2, 3 | Applicable to minor and trivial issues, no service impact, functional changes and applicable to testing issues | No Code Call | During working Hours | During working Hours | Within five (5) working days | When resolved |
Common Portal Failures and Fixes
S/N | Issue | Resolution |
1. | User account locked | Login to the portal, go to the user tab, search for the user to be unlocked, click on the eye icon, then proceed to unlock user From database level go to cosmos db, update the user_login_attempts table, set the locked column to 0, also set failed_login_attempts_count column to 0 |
2. | Portal Unreachable | Could be associated with user’s proxy settings or issues with public domain providers if it is wide spread. |
3. | Slow login | Authentication service requires a restart. |
4 | Participant Report Stuck In_Progress | Archive participants_transaction table(dcir_db) and reload - (should be done towards evening/late night) |