Support
To improve the support experience, clients and partners are expected to login to Illuminate (https://illuminateapp.com) to review the issue and try to identify the failing component before submitting the request. This is important since Illuminate is a multi-tiered application that has components which reach into client infrastructure. Management of components in the client’s infrastructure (such as IIG/Dataport, or the institutional SIS) may be either collaboratively supported with N2N, or may be completely beyond N2N’s control. N2N will provide the needed access to clients, partners and other representatives to support this issue review.
Failing components for issues can be:
Case 1 - N2N infrastructure issue - default logging
This issue is considered Critical if in Production if no workaround exists, or Medium if in QA or in Production if a reasonable workaround exists.
Case 2 - Client infrastructure that hosts N2N applications (ex: dataport, IIG, etc.) - default logging
The resolution of this issue will be contingent on the availability of client resources, their infrastructure, and the resources available to debug, troubleshoot, and resolve the issue. Therefore, the response times are very much dependent on the client resources. Partner/Client should work closely with N2N staff to determine the response time and resolve the issue. Once the client assigns the resources and resolves the failing components, N2N will follow the same SLA response and resolution times as identified in the Case 1 section above.
Case 3 - Client infrastructure that hosts source/destination data (ex: SIS) - default logging
The resolution of this issue will be contingent on the availability of client resources, their infrastructure, and the resources available to debug, troubleshoot, and resolve the issue. Therefore, the response times are very much dependent on the client resources. Partner/Client should work closely with N2N staff to determine the response time and resolve the issue. Once the client assigns the resources and resolves the failing components, N2N will follow the same SLA response and resolution times as identified in the Case 1 section above.
Case 4 - Data Transformation/Translation issue - optional encrypted payload logging needed for timely resolution of issue type
N2N relies on clients to provide complete specifications, and test the APIs and applications in QA environment and sign-off prior to production release.
If an application was signed off in QA and was not changed in production, and results in issues because of incomplete test plans or incomplete test scenarios, these issues will be considered low priority. N2N will assign this issue to the respective application analysts for debug, troubleshooting, and resolution.
If an application was signed off in QA and was not changed in production, and results in issues because of incomplete specifications, then these issues will be considered change requests and is not a support case.
Case 5 - API/Application issue/defect - optional encrypted payload logging needed for timely resolution of issue type
N2N relies on clients to provide complete specifications, and test the APIs and applications in QA environment and sign-off prior to production release.
If an application was signed off in QA and was not changed in production, and results in issues because of incomplete test plans or incomplete test scenarios, these issues will be considered low priority. N2N will assign this issue to the respective application analysts for debug, troubleshooting, and resolution.
If an application was signed off in QA and was not changed in production, and results in issues because of incomplete specifications, then these issues will be considered change requests and is not a support case.
Definitions for all support cases:
N2N will provide email access to reasonable customer support to designated Licensee professional staff on a business hour basis for non-emergency issues and after-hours support for emergency issues (Severity: Critical). N2N defines business hours to be 9AM to 5PM Eastern time, Monday through Friday. Escalation shall be through contact of the N2N Client Success management team. During installation, Licensee will be provided with direct contact information for the Client Success management team members.
Production Issues (Severity: Critical, insofar as they meet the requirements as defined in Case 1 above. Otherwise, the issue will be addressed at a lower priority)
Quality Assurance Issues (Severity: Medium)
All other issues (Severity: Low)
Initial acknowledgement of a request of any priority will go out in 2 hours of receiving the request (if the request is received in business hours). If a request is received after business hours, the acknowledgement will go out the next business day (unless the issue is of Critical priority).
Contact by a technician:
Critical Priority: within an hour of initial acknowledgement
Medium Priority: Within one business day of initial acknowledgement
Low Priority: Within three business days of initial acknowledgement
Expected resolution time by severity and failing component:
Critical Priority: Resources will be assigned immediately to resolve the issue
Otherwise, N2N Client Success will discuss with the Licensee and based on the nature of the issue, establish expectations/timeline.
Service Level Guarantee
N2N shall operate the Illuminate application with a service level of 99.95%, no more than 22 minutes of unscheduled downtime per month. This does not include announced maintenance windows. This service level applies to the cloud-hosted Illuminate User Interface and to the cloud-hosted Illuminate Process Engine. Aggregate end-to-end service for an Illuminate-managed API requires the availability of the N2N Dataport and the Licensee data source. The Dataport’s availability is dependent on the Licensee-managed virtual machine which executes the applications in the Dataport container. The data source is also under the Licensee’s management. Outages in non-N2N managed resources or services do not count against availability of Illuminate for this service guarantee.
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