TABLE OF CONTENTS

Overview

Workflow Diagram

Below is a visual representation of the escalation process:



The Entrust Support RUN workflow ensures structured incident management and escalation for customers with live production environments. This guide explains the process for handling support requests, prioritizing incidents, and escalating critical issues.

1. Submitting a Support Request

All support requests, including incidents, must be submitted through Freshdesk.

  • Customers can create a ticket 24/7 via Freshdesk.

  • Requests are categorized based on Priority Qualification:

    • Low (Green) – Minor issue or general inquiry.

    • Medium (Yellow) – Requires attention but does not impact operations.

    • High (Orange) – Needs prompt resolution as it is highly important but is not service-impacting.

    • Major & Critical (Red) – Used only if a service is down or partially down.

      • Major: Service partially unavailable.

      • Critical: Service completely unavailable.


Important: The "Major" and "Critical" priorities should only be selected when a product is down or partially down, as they trigger immediate alerts and escalation procedures.


2. Normal Ticket Processing & Escalation

Once a ticket is submitted, the support team follows a structured workflow to assess and resolve the issue.

Support Levels

  • Support Level 1 & 2

    • Initial investigation and troubleshooting.

    • If necessary, escalates to higher support levels.

  • Support Level 3

    • Handles complex issues requiring deeper investigation.

  • Specialized Teams (If Needed)

    • Delivery Team: SDK-related requests.

    • KMS Team: Key renewal or key change support.

    • Engineering Teams (Backend, SDK, DevOps, etc.).

    • Product & Sales Teams 

3. Major & Critical Incident Handling & Resolution

For Major & Critical incidents, an automated monitoring and escalation system ensures rapid response and resolution:

Major & Critical Ticket Handling

  • During business hours, the Support Team handles the first alert, assesses the situation, and determines if a Support Task Force needs to be activated or if escalation is required.

  • During non-business hours, On-call Support team takes charge, follows the same assessment process, and escalates if needed.

  • The Executive Team is involved for high-impact incidents.

Monitoring & Automatic Alerts

Entrust monitoring continuously track service status. If a Critical Alert is detected:

  • Automated alert is triggered for on-call support escalation.

  • The On-call Support Team assesses the situation.

  • If needed, a Support Task Force is activated.

  • The Executive Team is involved for high-impact incidents.

Incident Resolution

  • Analysis & Diagnosis - Identifying root cause.

  • Resolution Implementation - Applying fixes or workarounds.

  • On-Going Assessment - Monitoring after resolution.

  • Post-Mortem & Reporting - Documenting lessons learned.

  • Communication - Keeping stakeholders informed.

4. Ticket Closure & SLA Compliance

Once an issue is resolved:

  • The ticket is closed in Freshdesk.

  • RCA are generated when issue is Entrust originated

5. Key Guidelines

  • Always submit support requests via Freshdesk.

  • Use Major & Critical priorities only for actual service outages.

  • Ensure all relevant details are provided in your ticket.

  • Refer to the New Ticket Submission Form for guidance.

For any further inquiries, please contact the Support Team via Freshdesk.