Service Incidents & Service Incident Communication

Introduction

As with any service provider, there may be times when the platform becomes unavailable to parts of, or our entire customer base. This article will detail what exactly a Service Incident is as well as how we communicate the occurrence of such an incident and what actions you can take to ensure you and key members of your team are made aware in the event of a Service Incident.

What is a Service Incident?

We define a Service Incident as an unplanned interruption or a reduction in the quality of the service, of one or more parts of a product line that affects multiple customers.

Service Incidents should not be confused with Proactive Customer notifications, which are notifications sent to individual customers when we identify a potential problem or issue with their service. For more on Proactive Customer notifications, please click HERE.

How will I be notified if there is a Service Incident?

Once we have detected a possible Service Incident, this will be reflected on the status page. This update on the status page will be updated when new information becomes available, the service incident is resolved or hourly if no new information has been shared thus far. Each update will also be emailed to all subscribers of the status page.

It is therefore recommended that you and key members of your team all subscribe to the relevant product status page.

List of Status Pages

• Digital Experience Management (DXM)
• Digital Quality Management (DQM)
• Digital Governance & Privacy (DG/Evidon)
• FirstSpirit (DXP)
• Fredhopper
• Order Orchestration and Fulfillment
• Search & Product Discovery (GroupBy)
• XO

What information will a Service Incident article contain?

Each Service Incident update is broken into 4 sections:

• Summary - This contains core information about the Service Incident such as:
  • Regions affected
  • Impact to the customer e.g.:
    • Service is completely unavailable, customer site down
    • Service is intermittently unavailable, ability to trade impacted
    • Name of a specific Attraqt service that is affected and the impact this will have on the customer's site.
• Updates - Here will be a short description of the issue as well as next step. As updates become available and are added to the article new paragraphs will be added, each with a timestamp of when the update was added.
• Root Cause Analysis Report - Within 5 business days of a Service Incident being resolved a root cause analysis report will be attached to the article. You can find the attachment here.

• For More Information - Some additional information which may be useful to you.