Overview
This article provides the steps to follow when dealing with VoltDelta Germany Sev-1 issues. When receiving this type of issue from a customer, the first step is to determine if the issue is in fact a Sev-1 issue.
Urgent Priority (Sev-1) Issues
These are urgent issues that affect and interrupt product functionalities and can cause financial damage to the client, such as:
- Clients (operators) unable to handle calls
- Call handling flow issues, when call details are not showing up
For more information about Sev-1 issues, please refer to the corresponding CS Foundations article.
Issue Handling
| Sev-1 Description | Issue Handling Instructions |
|
Clients unable to handle calls |
These issues are usually caused by something in the backend, such as a server or DB that became unresponsive. They must be escalated to the Professional Services team by creating a Jira ticket under the 'ZTPS' project as a 'Technical Request' issue type, setting the priority as 'Showstopper'. You should also send a message in the VDI Support skype group to notify them of the new ticket. |
| Call details not showing up |
Priyanka Bhotika
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