Incident Reporting

Introduction

The AssureBridge™ On-Demand Platform provides for client’s mission-critical Internet Single Sign-On SSO integration services across Web Applications and Identity Management Systems.  The service delivery is based on a popular and widely used Software-As-A-Service (SaaS) model.  Due to the nature of the provided services, production incident management is a critically important and vital aspect of our on-going operations.

AssureBridge Incident Reporting

AssureBridge is committed to providing the highest level of support to our customers.  Our highly available, fault-tolerant infrastructure is designed to provide uninterrupted service for mission-critical SSO connectivity.  Should an issue occur, please follow one of the following procedures to report an incident.

Online Incident Report Form

Incidents may be reported online via AssureBridge ticketing portal at https://support.assurebridge.com.  You may designate up to two support contacts that can submit incidents.  Each user must be pre-registered on the system before they can open an incident ticket.  To register a user, send an email to support@assurebridge.com indicating the following information:

  • Company Name
  • User Full Name
  • User Phone Number
  • User Email Address

AssureBridge will assign a unique user name and initial password.  It is highly recommended that the user change the password upon first login.

AssureBridge will respond to on-line incident requests based on the severity.  Please see the incident response policy below.

Reporting Incidents by Telephone

To report incidents by telephone, please call 1-888-409-6995 and choose the menu option for support.   Be prepared to provide the following information:

  • Your Name
  • Company Name
  • A callback number
  • Email address (optional)
  • A brief description of the issue.
  • The urgency (low, medium high)

AssureBridge will respond to telephone incident requests based on the severity.  Please see the incident response policy below.

Reporting Incidents by Email

To report incidents by email, send requests to one of the following mail boxes

Please include the following information:

  • Your Name
  • Company Name
  • A callback number (optional)
  • A brief description of the issue

AssureBridge will respond to e-mail incident requests based on the severity.  Please see the incident response policy below.

Incident Response Policy

The following represents the standard response policy.  Business hours and after hours will vary based on customer need and location.

Service Level Response Times

Severity Code Customer Impact* Response Time to Customer*  After Hours Response Time to Customer*      Target Resolution  Time**
Severity 1

(High)

Service down Within 2 hours Within 4 hours * Until Restored
Severity 2

(Medium)

Severe Impact Within 4 hours 10am next business day 24 hours
Severity 3

(Low)

Minor Problem with major workaround or request End of next business day Within 2 business days Undetermined

 

  • These service level response times do not apply to integration with other third party applications or solutions that the customer performs on their own behalf.
  • After hour support for non-Severity 1 problems consists of an automated message letting customers know they will be contacted within the guidelines given above.


Severity Level Definitions

SEVERITY 1

Definition: A problem has been identified that makes use of the Service impossible or severely restricted and/or causes significant business impact to the Customer.   If a customer raises a severity 1 issue, it is expected that they will be available to when contacted by phone or email.  If the customer is not available when contacted by AssureBridge support staff, the priority of the issue will be adjusted.

Response Time*:  Customer support will respond to a Customer call within two (2) hours of a Customer support request during normal support hours and for after business hours before 10:00 AM EST next business day.

* In the event of an after hours Severity 1 issue being raised, the system will be restored, however notifications to customers will happen the following business day before 10:00 AM.

Target Resolution Time**: Until Restored. A target resolution time is not possible given the potential for natural disasters and/or other factors that would contribute to the Service being unavailable.

SEVERITY 2

Definition: A problem has been identified that severely affects or restricts major functionality. The problem is time sensitive and important to long-term productivity, but is not causing an immediate work stoppage. No workaround is available and operation can continue in a restricted fashion.

Response Time*: Customer support will respond to a Customer call within four (4) hours of a Customer support request during normal support hours and for after business hours before 10:00 AM EST next business day.

Target Resolution Time**:  Upon receipt of the problem and initial contact with the Customer, AssureBridge will begin work on problem identification and verification.  AssureBridge will use reasonable efforts to fix the Service within 24 hours of receipt of the problem.

SEVERITY 3

Definition: (i) A minor problem that does not have major impact on business operations. (ii) A major problem for which an acceptable workaround exists.

Response Time*: Customer support will respond to a Customer call within two (2) business  days of a Customer support request during normal and after-hour support hours.

Target Resolution Time**:  Upon receipt of the problem and initial contact with the Customer, AssureBridge will begin work on problem identification and verification.  AssureBridge will use reasonable efforts to fix the Service within the two (2) business days of receipt of the problem.