Tomitribe Support Guidelines
Tomitribe has an “ask me anything” policy in our support portal. We pride ourselves in answering all questions and going the extra mile. Customers are encouraged to ask for the things they think will help them. We will do our best to help or provide guidance. While this creates a very positive experience for customers, it can also make it difficult to understand what questions or requests may fall outside our support offering and best practices when filing tickets.
It is important to remember the support portal is primarily an emergency response system. Severity 1 is reserved for the worst scenarios imaginable such as production blackouts, cyber-attacks, or critical CVEs. Severity 2 is for the same scenarios but indicates you have some means to continue, such as production brownouts or working failover.
When a Severity 1 or 2 tickets is filed it is treated like the fire department treats a fire; alarms and pagers go off, and people are pulled from sleep and kid’s birthday parties to work with you side-by-side until the fire is out or contained.
Severity 1 and 2 are not meant to communicate important business objectives.
For all scenarios where something is business-critical but is not an emergency, we ask that you file the ticket as Severity 3 and use the Business Criticality field to indicate it is “Urgent” or “High.” This will put your ticket at the top of the pile during business hours and you will get the help you need.
Tomitribe Support will downgrade the Severity Level for any Severity 1 or 2 tickets where customers are not in immediate danger.
Severity 1 & 2 Ticket Responsiveness
During a Severity 1 issue, our teams work side-by-side, uninterrupted, till the fire can be contained. During a Severity 2 issue, breaks are common, but all staff remains on high alert. Alarms and pagers are not only triggered when the Severity 1 or 2 tickets are filed but also when they are updated.
Severity 1 and 2 tickets require a customer Admin Contact to be available and responsive during the emergency.
Tomitribe Support will downgrade the Severity Level for any Severity 1 or 2 tickets where customers are not available and responsive in the SLA window.
Requesting Calls for Emergencies
Tomitribe Support staff is available to join bridges, conference calls and virtual meetings during Severity 1 and 2 tickets. These tickets must describe the nature of the emergency and provide basic information on what supported software is involved, when the issues started and the business impact.
Tomitribe Support cannot join calls with no description of the emergency and may downgrade the ticket’s severity level.
Requesting Calls for Non-Emergencies
Calls for non-emergencies are outside the scope of our support offering. Tomitribe can provide advice and guidance on installation, configuration, development questions and similar requests through the support portal using Severity 4. Such questions will be answered within the SLA of one or two business days.
Customers who need installation, configuration, development or non-emergency help outside the support portal can contact [email protected] and request a quote for Professional Services.
Tomitribe Support is required to decline any calls requested by customers for non-emergency purposes.
Requests for Running Performance Tests
Tomitribe Support is able to help with performance issues by reviewing performance results, providing general guidance on things to measure, providing tooling to get specific measurements, and reviewing any and all configuration settings or application details customers wish to provide.
Running of performance tests in any form is outside the scope of support.
Customers that need more hands-on help running performance tests or require Tomitribe to have direct access to systems or setup identical systems can contact [email protected] and request a quote for Professional Services.
Requests for Running Penetration Tests
Tomitribe Support is able to help resolve issues discovered by penetration tests conducted by customers or their vendors. This includes providing guidance via support tickets on safe configuration, patching security vulnerabilities and providing lists of CVEs patched.
Running of penetration tests in any form is outside the scope of support.
Customers who need help running penetration tests should engage with 3rd-party vendors. Tomitribe has no offering that includes penetration testing.
Applications or 3rd Party Libraries
Tomitribe Support is able to diagnose and fix any issues found or believed to be in the supported software. This includes bugs, defects, security vulnerabilities and performance issues found in Tomcat, TomEE or ActiveMQ and the libraries contained in those distributions.
Issues found in the customer’s application or 3rd party libraries are outside the scope of support and the responsibility of the customer to resolve.
Tomitribe can provide guidance on finding and fixing bugs, defects, security vulnerabilities and performance issues. Such help resolving issues determined to be in the application or 3rd party libraries is offered at the discretion of Tomitribe and without SLA. Tomitribe cannot provide patches for customer applications or 3rd-party libraries.
