Support - JSD process

JSD - Jira Service Desk

• GO1P issues - https://go1web.atlassian.net/secure/RapidBoard.jspa?rapidView=163

• GO1 issues - https://go1web.atlassian.net/secure/RapidBoard.jspa?rapidView=242

• Global Support Team's queue - https://go1web.atlassian.net/projects/GO1/queues

GO1 Support SLA

SLA - Service Level Agreements

• Blocker A critical error or emergency causing Go1-hosted Service/s to be inaccessible by all users, including key functional components.
• Critical Key functional component of the application or service is unavailable to the majority of users in a single portal, or a limited number of users across multiple portals.
• Major A disruption to a non-critical component of the system, for a limited group of students.
• Minor Minor service disruption to a single user.
• Trivial Trivial requests to change functionality.