Support Incident Statuses

Support Incident Statuses

  1. New Case
    1. This is where new cases start when they're first reported and will be picked up by our 1st line support contact to assess and progress.
  2. Acknowledged
    1. Once a case has been reviewed by our 1st line support contact, they'll move the ticket into this workflow step to let you know that we're aware of it and are going to be looking at it as soon as possible.
  3. Assigned
    1. If a case requires one of our developers to get involved, a case is marked as Assigned.
  4. Awaiting Client Response
    1. If we're waiting on your response to a question, about T&M sign off for example, a case will be assigned to this status and you'll be automatically emailed letting you know that we're waiting on your response.
  5. In Progress
    1. This shows that we're working on your support incident at the moment.
  6. Escalated
    1. This shows that the case has been escalated to one of our senior developers or to a 3rd party, e.g. Adobe, Shopify, etc.
  7. UAT
    1. This shows that the case is ready for you to review and test on your staging site.
  8. Ready for Release
    1. This shows that the case has been tested and is signed off to go live with the next release to your live site. Someone will normally contact you to arrange a time when this can go live or if the fix is very urgent, we may choose to release this to live without confirmation.
  9. Awaiting Close Confirmation
    1. This shows the case has been resolved on live and we're leaving it open for a few days to make sure there are no re-occurrences or other questions.
  10. Closed
    1. The case has been closed and no further comments will be monitored against it.