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How to report a critical incident?

Updated

Introduction

Critical incident should be reported when the condition of the system prevents you from using or accessing all PG applications, or a total loos of at least one of our system's core application.

  • This article will be helpful for to System Administrator, Club Managers and PG Champions.
  • This article describes the process of reporting a critical incident.

As per 6.4 Terms of Service the System Administrator is the only member of your team authorized to report any problems. If the System Admin isn't available, the critical incident can be reported by Club Manager, PG Champion or internal helpdesk. 

Before you start 

Please check the relevant articles:

Instruction

If you notice a critical incident that matches the description in the Severity levels article, please proceed accordingly: 

  1. Call the phone number dedicated to your region (list of phone numbers for each office is available here.)
  1. introduce yourself: provide your first and last name, inform which company you are calling from
  2. Describe the issue in detail: 
    1. Describe the expected system behavior and the current system behavior 
    2. Does the case have a strong impact on payments online or on-site, access control, or online booking?  
    3. What modules are affected? Does it cause a total lack of service or is it an incident related to one of the basic modules (POSWeb, CP2, PGM)? 
    4. Provide examples of affected users or products (full name and ID),  
    5. Inform about the scale of the issue: how many users are users (single user? Multiple users? All users?) and how many clubs are affected? 
    6. Describe in detail all steps taken before the error appeared (type of application used, user ID, payment plan, or product sold) 
    7. When exactly did this problem appear? 
    8. Share the screenshot of the error or video showing all the processes if possible (full screen should be visible)  
    9. Share the TeamViewer credentials 
  3. Please answer all questions from the PG Support agent and listen carefully to his pieces of advice and information about further steps. 

  1. The agent will inform you if the reported situation is a critical incident and provide you with the case number 

  1. Please note the case number and end the call. 

Next steps

If the incident is confirmed as critical: 

  1. PerfectGym will immediately start working on resolving the incident  

  1. You will receive an update every hour until the incident is fixed 

  1. To check the update, monitor the case status in the GetSupport module and on the Status page

Important: we may be able to offer you a workaround, and then the severity of the incident will be decreased to Significant and it will be handled as a regular case. 

If the incident is not confirmed as critical:  

  1. Agent will inform you why the reported incident is not critical 

  1. The severity of the incident will be set to Significant (or lower, depending on the impact)  

  1. Please monitor the case status in the GetSupport module 

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