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Standard Operating Procedure (SOP)

Contents -
1. Objective
2. Scope
3. Priority Definitions
4. Issue Reporting Channels
5. Issue Submission & Ticketing
6. Issue Handling Workflow
7. Escalation Matrix
8. Communication Protocol
9. Tools Used
10. Review & Audit

1. Objective

To define the process for identifying, categorizing, assigning, and resolving issues related to the IANN FileGPS product in accordance with business impact and urgency. 

2. Scope

This SOP applies to all support and engineering teams involved in monitoring, triaging, and resolving issues reported in the IANN FileGPS product environment, including integration layers and user-facing modules. 

3. Priority Definitions

Priority Description Response Time Resolution Time Escalation 
P1 – Critical Complete service outage or severe degradation impacting all users. 15 min 4 hrs Immediate to L3 & Incident Manager 
P2 – High Major functionality is broken with significant impact, but partial service is available. 30 min 8 hrs Escalate to L3 within 1 hour 
P3 – Medium Issue affecting some users or non-core features with a workaround available. 1 hr 24 hrs Escalate to PM if not resolved in 12 hrs 
P4 – Low Minor issues, UI glitches, or enhancement requests. 4 hrs 3-5 business days Escalate if SLA breach forecasted 
*Note: We will work with you 24 hours a day, seven days a week to resolve critical problems provided you have a technical resource available to work during those hours. You must reasonably assist Pragma with any problem diagnosis and resolution. 

4. Issue Reporting Channels

  • Internal Users: Jira (with mandatory priority tagging) 
  • External Users: Support email to techsupport@pragmaedge.com 

5. Issue Submission & Ticketing

  • All issues must be submitted via email to techsupport@pragmaedge.com to ensure prompt processing and tracking. 
  • Upon receipt, the L1 Support Team will acknowledge the email and assign the ticket to the appropriate L2 or L3 team based on the nature and complexity of the issue. 
  • Submit separate tickets for each issue to enable focused troubleshooting and efficient resolution. 
  • Clearly specify the severity level in the email subject or body, based on the business impact. The support team will prioritize and handle the issue accordingly in coordination with L2 and L3 support teams. 

6. Issue Handling Workflow

  1. Detection & Logging: 
    • Automated alerts or manual reports are logged into the ticketing system. 
    • Reporter assigns initial priority based on impact.
       
  2. Triage & Classification:
    • Support lead validates priority based on definitions above. 
    • Issue tagged with impacted module (e.g., Data Upload, File Analysis, API Integration). 
     
  3. Assignment: 
    • Issue assigned to relevant SME/team. 
    • P1/P2 issues trigger an incident bridge if required. 

  4. Resolution & Communication:
    • Updates posted every 30 mins (P1) / 2 hours (P2). 
    • Workaround documented if resolution delayed. 
    • Fix tested in staging before deployment to production. 

  5. Closure: 
    • Ticket closed only after validation and customer confirmation (if applicable). 
    • Post-incident review conducted for all P1 issues. 

7. Escalation Matrix

Level Role Escalation Criteria 
L1 Support Executive Initial triage 
L2 Product Engineer P2–P4 troubleshooting 
L3 Technical Architect All P1/P2 or unresolved escalations 
L4 Product Manager Prioritization conflicts, roadmap dependencies 

8. Communication Protocol

  • Email Updates: Every 1 hour for P1 until resolution 
  • Incident Bridge: Microsoft Teams Schedule upon customer’s availability 

9. Tools Used

  • Ticketing: Jira 
  • Alerts: Teams/ Slack 
  • Documentation: SharePoint or through Email 

10. Review & Audit

  • SOP reviewed quarterly 
  • SLA metrics are tracked and reported monthly 
  • Continuous improvement items logged in the backlog