Services, support and updates
Support
Get help with a problem in Yavaren or in software Yavaren delivered: open a ticket, follow the thread, and turn a bug into a fix.
Open Support to tell Yavaren about a problem: in Yavaren itself (the console, a job, a connection), or in software Yavaren delivered for you.
Opening a ticket
You need member access. Give it a title and say what happened; add what you expected, the steps to see it, and links to the job, pull request or work item it is about. Choose a severity:
| Severity | When | First answer due within |
|---|---|---|
| Critical | Production is down, or data is at risk | 4 hours |
| High | An important flow is broken | 8 hours |
| Normal | Something does not work as it should | 24 hours |
| Low | A question, or a small thing | 72 hours |
Each ticket also has a time by which it should be resolved: 24 hours for critical, 72 for high, 120 for normal and 240 for low. If the first answer or the resolution is late, the ticket is marked late and Yavaren's support staff and on-call person are alerted. Your installation may use other times, and may count only business hours. Once the ticket is open you can add screenshots and documents (PDF, Word, Markdown, text, PNG, JPEG); files are checked by their content and only ever downloaded.
The thread
Yavaren support answers in the ticket's thread, and the person who opened it gets an e-mail. Everyone in your organisation can read it; members can reply, close it and reopen it. An admin can export a ticket as a file.
Fix it
For a problem in software Yavaren delivered, linked to its project, Fix it turns the ticket into one bug-fix story for Tulaian. Tulaian finds the cause, fixes it, adds a test that shows the problem is gone, and opens a draft pull request for your review. It can be started once per ticket, by a person; nothing is merged for you.
On an installation you run yourself
Your own administrators answer tickets. Tickets go to Yavaren support only if your installation allows it and is connected to Yavaren cloud; otherwise they stay inside your network, and an admin can export one to send it by other means. A ticket's files go with it only if a member ticks Send this ticket's files to Yavaren support on that ticket (off at first; a limit on how many and how large). Internal notes never leave your installation.