“Urgent”, very critical incident.
It applies only and exclusively to incidents that prevent the users of the online store to make a purchase.
Making a purchase means being able to access the online store, to add items in the shopping cart and to carry out all the necessary steps to submit the order.
The problem must be general and constant, and before submitting a ticket of this priority, we require that you make sure that the incident is actually happening. Slowness when loading a page is not considered an incident of this priority.
Incidents related with online payment methods or with links to third parties that are not under the control of TLG Commerce, are not considered urgent. Neither are incidents caused by a misuse of LogiCommerce or poor configuration and/or management of payment or transport systems.
An exception to this definition are the incidents that do not allow to make a purchase that have been caused by improper manipulation by the customer when configuring LogiCommerce.
"High", critical incident.
It refers to incidents that, without actually preventing a sale, make the execution far more complicated.
Read the section about strange behaviours during the purchase process, difficulty in using necessary elements for the purchase process, calculation problems, etc.
Important problems related with slow loading speed of the site or aesthetic errors, equally important, but that do not prevent users from making a purchase, are also considered this type of incidence.
They will also be considered high-priority incidents those related to faults in the XML integration system between the website and an ERP, as long as they are incidents caused by the integration system, not caused by erroneous exchange of files.
"Normal", not very critical incident.
It refers to incidents generated by operational problems in the online store, related or not to the purchase process.
We consider operational problems some more or less complicated processes, like: User registration, request of information through the contact forms, registration in newsletters, access to the user area, etc.
Problems arising from manipulation of data in LogiCommerce that have a graphical or visual impact on the online store (excessive sizes of images or texts that cause alterations in the site) will not be considered this priority.
“Low”, not critical.
It refers to incidents that do not have a greater implication than visualization problems or processes that do not have a significant impact on the online store like, for example, the possibility of adding comments, answering surveys, etc.