| |
|---|
| Owner | Flowdence Support and Product |
| Applies to app | MuleSight for Confluence |
| Review cadence | Quarterly and before listing updates |
- Coverage window:
8x5 in Australia/Melbourne (AEST/AEDT, UTC+10/UTC+11)
- Holiday coverage policy:
Support remains available during holidays, but response and resolution times may be moderately delayed due to reduced staffing.
| Severity | Definition |
|---|
| Sev 1 | Complete outage, severe business impact, or active security incident |
| Sev 2 | Major functional degradation with high customer impact |
| Sev 3 | Partial feature issue with workaround |
| Sev 4 | Informational request or minor defect |
| Severity | Initial response target | Status update cadence |
|---|
| Sev 1 | within 8 business hours | every 4 business hours until stabilization, then daily |
| Sev 2 | within 8 business hours | daily until resolution |
| Sev 3 | within 8 business hours | every 2 business days |
| Sev 4 | within 8 business hours | weekly or at closure |
- Target resolution window:
within 5 business days where feasible.
- For incidents that cannot be fully resolved inside this window, MuleSight support will provide a workaround or mitigation plan and a revised ETA.
- Customer site URL
- Timestamp and timezone
- Reproduction steps
- Affected module (macro type, dashboard, or Rovo action)
- Screenshots or log snippets without sensitive data
- Support triage
- Engineering owner
- Security owner for security-impacting issues
- Product owner for customer communication and priority alignment
Detailed procedures are defined in operational runbooks maintained by the Flowdence support and engineering teams.
This app-specific policy is read together with the shared Flowdence baseline:
