OpenMethods
OpenMethods

About Our Status Page

Here at OpenMethods, we want to make sure you’re kept up-to-date on the current OpenMethods status. We also want to proactively communicate any planned maintenance or reported incidents. That’s why we launched our status page.

Whether it’s a scheduled maintenance window or a reported incident, our status page provides you with up-to-the-minute notifications. For planned maintenance, we will update you when the maintenance is scheduled, in-progress, and completed; for service interruptions, we will let you know when the incident has been identified and resolved.

Visit Our Status Page

The OpenMethods Status Page provides an at-a-glance overview of planned and past maintenance, past or current incidents, and the current status of the OpenMethods platform.

 

Maintenance Updates
The status page will be updated with a maintenance status anytime the platform will be unavailable for a planned maintenance window, a maintenance window to correct an incident, or a planned code elevation.

We provide an update when the maintenance window is scheduled, when the maintenance window is in progress, and once maintenance has been completed.

 

Incident Updates
The status page will be updated with an incident status anytime a production-impacting issue has been identified. The incident will be updated with a resolution once the incident has been fixed.

We provide an update when an incident has been identified or is being investigated, and when the incident has been resolved.

 

Onboarding Introduction
When onboarded, you will be provided with the URL to the status page so that you can have visibility on incidents, maintenance and ultimately service availability.

 

Subscription to Notifications
You can subscribe to email updates and receive a notification whenever maintenance is scheduled, initiated, and completed, and also when an incident is reported and resolved. Subscribing is easy and only takes a few steps:

    1. Go to status.openmethods.com.
    2. Click Subscribe to updates.
    3. Enter your email address.
    4. Click Subscribe via email.

Whenever there is an update to the status page, you will receive an email with the status details.

If you’d rather not receive email updates, you can access status.openmethods.com and see a chronological list of maintenance and incidents, as well as any planned maintenance windows.

 

Types of Notifications

INCIDENT
If there is a service impacting event, communication will be posted to the status page. Subscribed users will be notified, and non-subscripted users will be able to visually see the current and historical events.

HOTFIX
If a hotfix needs to be applied that does not introduce downtime, the hotfix will be documented as a POSTMORTEM event on the status page. Subscribed users will be notified, and non-subscripted users will be able to visually see the current and historical events.

MAINTENANCE
If maintenance is scheduled – as the result of an incident or a standard code elevation – the maintenance window will be documented in the MAINTENANCE section of the OpenMethods status page. Subscribed users will be notified, and non-subscripted users will be able to visually see the current and historical events.

 

Our support team triages client support issues into four severity categories:

    1. System Outage,
    2. Major Impairment,
    3. Minor Loss of Service,
    4. No Loss of Service.

For each severity level, our team has specific SLAs and communication protocol. The severity levels and SLAs apply to both Standard & Premium Support, though tickets for clients with Premium Support are prioritized for remediation work. OpenMethods upgrades and downgrades the severity level of incidents if a change in the disposition of the incident warrants an upgrade or downgrade.

 

A system outage is defined as production or other mission critical system(s) are down, work cannot reasonably continue, and no workaround is immediately available.

Examples of system outages include:

    • 30% or more of agents cannot login to the media bar
    • 30% or more of interaction flows or screen pops are not executing for all agents
    • 30% or more of chats are not routing correctly
    • 30% or more of emails are not routing correctly

Our SLAs for system outages are:
Response time: 30 minutes
Remediation work: 24/7 until resolved
Communication cadence: status update once every 60 minutes

Based and dependent on our clients’ business continuity plan, severity 1 tickets may be reevaluated and potentially regraded to a severity 2 ticket.

A major impairment is defined as a severe loss of service. Typically a short-term workaround or business continuity plan is in place so that operations can continue in a restricted fashion. The issue is occurring for a subset of the agent population, typically defined as less than 30% of agents or interactions.

Examples of system outages include:

    • < 30% or more of agents cannot login to the media bar
    • < 30% or more of interaction flows or screen pops are not executing for all agents
    • < 30% of chats are not routing
    • < 30% of emails are not routing

Our SLAs for system outages are:
Response time: 2 hours
Remediation work: 6am-4pm U.S. Eastern Standard Time
Communication cadence: when material updates or progress is made

A minor loss of service is defined as an inconvenience that may require a workaround to restore functionality. Issue is typically occurring for one agent or does not affect core functionality.

Examples of system outages include:

    • One-off agent issues
    • Media bar display issue, yet readable and functional

Our SLAs for system outages are:
Response time: 6 hours
Remediation work: 6am-4pm U.S. Eastern Standard Time
Communication cadence: when material updates or progress is made

No loss of service is defined as a minor error that does not impede operations, an enhancement request, a request for information or documentation.

Examples of system outages include:

    • Enhancement request for PopFlow to parse a data element then persist it for later use in the interaction flow
    • Enhancement request to support a new version of ACD

Our SLAs for system outages are:
Response time: 24 hours
Remediation work: 6am-4pm U.S. Eastern Standard Time
Communication cadence: when material updates or progress is made

 

To learn more about OpenMethods’ Customer Care and support, click here.

 

Data Processing Agreement

 

Please complete the OpenMethods customer notification form to hear about new or replacement subprocessors. Only customers who subscribe will be notified of changes.  Please see our Data Processing Addendum for further information.

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