Dealers- Critical vs Non-Critical Issues

Critical Issues:

Issues that are initially considered critical are as follows: 

1.  Gate will not open/close. When the main issue is communicated as "the gate will not open as expected" or "the gate is stuck open", we initially classify the tickets as critical tickets. This can be due to a peripheral (like the USB gate relay used with guardhouse PCs, DTEKs or scan kiosks) or the gate controller not behaving as expected.
2. Website (URL: https://community.dwellinglive.com) or Gatehouse Application (a.k.a. GHA, gate app, guard application etc.) is completely down. When the web portal, mobile app (if applicable to the product) or the gatehouse application is reported as completely inaccessible.
3. Dealer is on-site and calling for assistance. When we receive ticket or a call that a dealer/installer is on-site and needs assistance.
4. Guard is unable to process guests. When the web portal, mobile app (if applicable to the product) or the gatehouse application is reported as completely inaccessible.
5. Website/Gatehouse Application/Mobile App is generally working, but specific feature is not functioning. When the web portal, mobile app (if applicable to the product) or the gatehouse application is reported as accessible, but a specific feature has stopped working (e.g., passes will not scan, voicemails stop working, or other feature of the platform stops working normally).
   

After Hours Support:
After-hours support is a service for critical issues that occur outside of normal business hours (7am-5pm Mountain Time are the current hours). All calls will be categorized by severity by the afterhours team. Cases are created for each call. This service is only available by phone.
 
What to expect: 

• Every call will be recorded, and a case is then created. Each case will be prioritized by magnitude according to our definition of critical cases.
• Critical calls will be returned within an hour by an on-call tech during normal call volume.
• Non-critical calls will be reviewed in order of case creation and severity at the start of the next business day.
• Only issues submitted via phone (800-992-4384) are reviewed and addressed by our after-hours team.
• Issues submitted via web form, email or through the dwellingLIVE gatehouse application are not reviewed by the afterhours team, and will be reviewed by the next business day.

Any critical cases they can't resolve are then escalated to the on-call tech. The tech will respond to any critical calls outside of normal business hours within an hour of the case being created. There is no special number for assistance, the same number used during business hours (800-992-4384) is used to reach the after-hours team. 

Non-Critical Issues:
Non-critical issues are prioritized as High, Medium, and Low.
High priority issues:

• Gate controller shows 'offline' status.
• Telephone entry system (aka Call box, TES, Phone Box, DTEK etc.) not functioning (i.e., not calling out).
• Unmanned gate barcode scanner (aka Scan Kiosk, Kiosk, Podium or Scanner) is not functioning (i.e., not opening the gate).

Medium priority issues:

• Anything that does not fit a critical, high, or low priority category.

Low priority issues:

• Anything related to the mobile app that isn't related to technical functionality (i.e., questions or feedback on updates).
• Any issue reported by a resident (Obs. We are unable to assist residents beyond a few very simple tasks, though we do our best to answer any questions.).
• “How do I...” Questions.