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Issue Priority | Definition | Time to First Response | Resolution Time |
|---|---|---|---|
Fire | Impacting core functionality (offers, loyalty, ordering, sign-in) for a significant (>5%) number of users or otherwise bringing significant risk to the market (security breach, GDPR, etc) | 15min | 24h |
High Priority | Impacting core functionality (offers, loyalty, ordering, sign-in) for many (<5%) users or hindering day to day operations for the business | 1h | 1 week |
Medium Priority | Impacting non-core functionality for many users or transient impact on core functionality | 24h | 3 weeks |
Low Priority | Has a surmountable impact on the user experience for a significant majority of users | 24h | 6 weeks |
Tech Support: 3 strike rule
When troubleshooting your bug ticket, please note that we always test to replicate your reported behavior. When we can no longer reproduce /validate your issue, we heavily rely on your help, to progress the investigation. As soon as we need your feedback we move the ticket to a pending state and wait for further confirmation.
If no help is provided to our Technical experts our team is stuck and cannot assess your bug as being present. To this extent, please note that if we have initiated 3 attempts to clarify your bug ticket (in 3 distinct days) and if we lack progress, we will close the case directly on the 4th attempt. You can always open a new ticket and reference your closed ticket so that our team resumes investigation.
You can always refer to our escalation process if you feel our work can or needs improving.
How to escalate a bug ?
If you feel your reported IREQ ticket (for Bugs and Fires) does not get the proper attention and/or is not heading towards a satisfactory resolution, please raise an escalation via intl.techsupport.escalations@rbi.com.
This action will create extra awareness to Intl Tech Support Management team.
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