Reporting An Incident
A step by step guide to help you understand how and when to report an incident in FT CRM.
From an incident response perspective, we have developed a strategy to detect, monitor, and respond to incidents affecting the platform to ensure you are always supported.
However, this is a team effort and we rely on you to report any issues, bugs, and incidents that you encounter. We can only support you if we know the problems you are facing.
When you experience an incident or error inside FT CRM it should be reported to us as soon as possible. Let's break down some commonly used terminology;
When we talk about an incident we refer to any critical, major or minor disturbances to your service.
When we refer to an error we mean any occasion when the service performs contrary to its specifications.
We have provided you with an easy way to report any problems to us from inside the platform (see below). Not only that, but we also provide a point of contact during office hours to assist with the reporting of errors, as well as to provide answers to technical questions and documentation.
Once you've encountered an incident or error, next you need to report it;
Select the red triangle icon from the bottom-right of any page in FT CRM.
You will be presented by the Report a Problem pop-up.
Create a high-level summary of the incident or error.
Give the situation an urgency classification - not sure?
Enter a detailed problem description and steps to reproduce the issue. It is very important that we know the actions you took to encounter the problem so that we can re-create it ourselves and isolate the cause.
Any additional info; User ID, ACT-ID, Lifecycle ID, version name, etc.
Always report the incident using the ⚠️ icon from inside FT CRM - this ensures that the right people see the incident as quickly as possible.
Remember that no issue is too small or insignificant - we will prioritise the work depending on the severity.
Pass on as much information as you can and don't be afraid to include screenshots, Activity or Lifecycle IDs, URLs, and any other information that could be important.
What Not To Do:
Don't report the incident in a private chat or channel with your Integration or Partner Manager - they might not be around to see it!
Don't ignore the issue and hope that it will go away.
Don't presume the issue is only affecting you - this might not be an isolated issue you could just be the first to notice it.
Urgency classifications can feel subjective, so we have included some helpful information to help you classify your incident with confidence;
Priority 1 is a critical interruption in the service that severely impacts your operations.
This could include;
Critical functionality not available
Loss of data
Software failure that results in interruption of service
Real-life example: An example of a P1 incident could be;
Cannot log in to FT CRM
Activities not firing
Priority 2 is an interruption in the service that causes the system to operate in a restricted fashion. The functionality loss is not critical to the operation.
This could include;
Minor degradation of performance
Incorrect behaviour with minor impact on your operations
Real-life example: An example of a P2 incident could be;
Activity fires but the actions are only delivered to a small portion of the segment
SMS unsubscribe link missing from SMS action
Priority 3 is a minor interruption in the service causing little or no loss of service. This category includes cosmetic errors or defects where the impact on your operations is minor. Our goal for priority 3 issues is to provide a workaround and to include a permanent solution in the next platform release.
This could include:
Documentation errors requiring correction or clarification.
Affects a minority of the end-user base
Real-life example: An example of a P3 incident could be;
Lifecycle conversion data not displaying correctly
Unable to add new events to a cloned lifecycle
Priority 4 is a request for support that is directly related to a single end-user or function. This category does not include disturbances or errors in the operation. Our goal is to solve these requests within the next platform release.
This could include;
Single end-user investigations
General information and questions
Real-life example: An example of a P4 incident could be;
Unable to change user email
Conversion dashboard reports unable to download as PDF or CSV
You've reported an incident, nice work! Now, what can you expect?
Understandably our response time varies depending on the priority level of the incident. Check the table below for a guide;
The first thing that will happen after you have reported an incident, is that FT will be notified immediately and one of our on-call System Reliability Engineers (SRE) will acknowledge the incident. That means that the SRE can devout their attention to the problem you have encountered.
Step 1: We will investigate and gather intelligence. This might require more information from you as we need to try to recreate the issue.
Step 2: We will work to contain the incident.
Step 3: Resolve & communicate. We will work on the incident and communicate with you if we need more information or when we have updates, in accordance with the priority of the issue.
Your Partner Manager or Integration Manager will liaise between our developers and you/your team to give you important updates regarding your issue.
Step 4: Review, revise & improve. Once we have found a suitable resolution for you, we will go back to review what happened and work on the best way forward to ensure we avoid similar incidents in the future. Depending on the severity, this could be a temporary solution until a permanent fix can be rolled out.
P1: For Priority 1 incidents, we will provide you with Emergency Support in order to restore the service. This means that we will be available 24/7 by email or phone.
P2-P4: For Priority 2, 3, and 4 we are available during business hours via email in order to resolve your issue.