SUPPORT PROCESS
OAG Provide 24x7 Support for Critical Incidents and business hours support for non-critical issues and requests.
OAG incident priorities
| Priority | Incident Description |
| P1 | Service totally unavaiable, multiple customers cannot work |
| P2 | Major problem with critical functionality |
| P3 | Minor issue with functionality |
| P4 | Low priority request or enquiry |
OAG support channels
Opening a support case through multiple channels
|
Priority 1-4 |
Onlie registration to 'Manage My Cases' P1 Ticket Creation (24x7 Callout) View, Manager, Update cases, Increase Priority |
For all issues, requests and only channel for P1 Issues. P1 priority linked to 24x7 on-call Immediate resonse, 24x7 until resolution |
|
Priority 2-4 |
Automatically creates a case from email Dafault P3 Business hours response |
For all requests and non-critical issues. Business hours responses. For ongoing comms on any open issue. Changes to priority in business hours |
|
Phone Priority 3-4 |
Attended in business hours |
For non urgent issues and business hours resonses. The phone may be answered real time, or responding to voice messsages periodically during business hours. |
raising a p1 critical issue
OAG provide 24x7 support for critical support where business impacting services are down or critically impacted, where service is not provided for multiple customers.
The P1 case priority is linked to our on-call services to ensure Customer Support resources can respond and react 24x7.
To initiate a P1 support issue, please follow the steps below. It is important to note, that this is the only way to create a P1 support issue and initiate OAG’s 24x7 processes:
- Login to the OAG Portal at oag.com/support.
- If you don’t have a login, you may subscribe for an account from the same login page.
- Once logged in, select the ‘Manage My Cases’ box
- Select the ‘Create a Case’ box
- Select a product, add a case subject and description and select Priority as ‘Critical – P1’
- Press save.