TABLE OF CONTENTS
General information
Please make sure to validate as much as possible and limit the possible source of the issue before opening a ticket to prevent unnecessary questions and delays. Please check the required ticket information knowledge base entry if you’re unsure what to include. Only once all necessary information is available, we’re able to start working on a solution.
Please make sure to be available for questions in case of urgent / high priority tickets. If no answers for questions are given in a reasonable timeframe we reserve the right to lower the ticket priority. If we receive an out of office notification without knowing an alternative contact or receiving an answer in a reasonable timeframe, we’ll lower the ticket priority as well.
E.g. if an urgent ticket was created but information is missing and no answer for the open questions is given within 8 workhours we’ll downgrade the priority. This only applies to urgent / high priority tickets. As a basis we’re expecting the requester to answer within twice the SLA first response times we’re setting ourselves.
Urgent tickets: 8 work hours
High tickets: 24 work hours
Assumed availability: 08:00 am - 5:00 pm
Categorization of priority
Rules for initial priorisation of tickets. Priority may change after first analysis.
A ticket is categorized based on the following criteria:
What is considered a feature request
New functionality in the Simplifier platform / Simplifier mobile client or changes of existing, working as designed functionality in the Simplifier platform / Simplifier mobile client.
Example for feature requests:
Transport system isn't able to overwrite single artifacts but it should be
Example for valid ticket:
Transport system is causing an error while using it as it is intended to
What does “Simplifier plattform/ Simplifier Cloud hosting specific” mean?
The content of the topic is focusing on the Simplifier platform and / or how to use its functionality. Furthermore topics in regard to hosting if your Simplifier instances are hosted by Simplifier AG.
Examples:
Valid topics:
How to use the PDF plugin
Issues when creating a e.g. table data binding
Errors in functionality of connectors
Accessing data in the Simplifier Docker Container
Invalid topics:
How to solve X/Y using javascript or third party library
How to collect data from a database using performant SQL queries
Configuring network so Simplifier Instance can reach a certain endpoints
Hosting questions when hosting is not provided by Simplifier AG
What does “budget available” mean?
Customer / Partner has an active paid support / enablding budget
Urgent criteria
Simplifier Instance is not reachable
major outage in productive instance (causing issue for all users / all applications)
Valid Cases
Login on Productive Instance not possible anymore after Simplifier Update.
Mobile client not usable for all users
All connectors of a specific type are causing issues
Instance is reachable but core functionality is causing issues for all users / all applications
e.g.
Login not working on Simplifier side (possible issues caused by 3rd party systems not included. e.g. if login not possible anymore because changes in azure were made )
Multiple different connectors are not working anymore / running into timeout
Invalid cases
Anything regarding QA / DEV Instance
Issues caused by customization
Questions in regard to plannable activities
Error caused by external systems
e.g. Mapping of roles is handled using azure groups / profile attributes and error is caused by those groups / attributes not present anymore.
e.g. SAP system not available
High criteria
Productive instance itself is reachable but core functionality for one / more applications is gone. Multiple users have to face the issue.
Valid Cases
Content repository plugin is crashing when using a specific application rendering this application useless
Workflow Engine Container is not working anymore, making a Workflow unusable
Invalid cases
Anything regarding QA / DEV Instance
Issues caused by customization
Questions in regard to plannable activities
Medium criteria
Productive instance itself is reachable but core functionality for single users is causing issues on productive instance and therefore productive use is not affected as a whole
Issue occurs on QA / Dev Instance caused by the plattform, issue is effecting functionality and no workaround is available.
Customizing Issues despite using best practice approach and therefor caused by platform issues
Please try to verify that the issue is caused by the platform and not by faulthy customization. If faulthy customization is the source, efforts will be booked onto customer budget / invoice will be sent if no budget is available.
Valid Cases
Binding of table data not working properly, despite using best practice approach
Single user is not able to use the mobile client on productive instance, despite all others facing no issues
If customer budget available: Anything that is preventing developers from working properly on DEV / QA
Invalid cases
Issue accessing the Simplifier Community / Support portal
UI of import log is causing an issue when resizing, import itself is working as expected. Import log can be downloaded
Low criteria
Issue is not effecting functionality / workaround is available.
Issues regarding Simplifier Community / Customer Portal
If customer has budget:
all questions regarding customization / app building that are not blocking developers
all questions regarding thrid party functionality (e.g. javascript, SQL) that is used by but not maintained by Simplifier
plannable activities
Updates of instances
Changes in app structure
Setup of SSO
No Valid Ticket
All platform independent topics if the customer does not have an active budget
All customizing / app building topics if the customer does not have an active budget
Any feature request
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