---
title: TIND Support
description: Information page related to TIND Support.
---

[![Tind](https://www.tind.io/hs-fs/file-2449015970-png/Tind_Images/logo_cern_spinoff.png)](http://cern.ch/) [![Tind](https://www.tind.io/hs-fs/file-2449015925-png/Tind_Images/logo_tind.png)](https://tind.io/)

# **TIND SUPPORT INFO PAGE**

## **This info page outlines the associated workflows, priority levels, and expected resolution times for each support request type.**

 

| **Request Type** | **Explanation** |
| --- | --- |
| Critical Incidents | Issues preventing you from day-to-day operations. The service is not available, records are not appearing, or a production module is not working. |
| Bugs & Problems | Bugs and other unexpected behavior. A feature is working incorrectly, but is not preventing you from day-to-day operations, and/or you can find a workaround. |
| Configuration Services | E.g. adding, modifying, removing: indices, facets, sorting, record fields, submission fields, email templates, collections. |
| Technical Services | Assistance with cataloging templates, loan rules, right/access management, data exports and imports, batch processing, updating, or deletion of data. |
| Helpdesk | Ask questions related to use of the software. E.g. how do I make a collection restricted? How do I export a list of records? |
| New Feature Requests | Suggestions for new functionality in the TIND system. These are considered as part of product development and there are no guarantees the requested feature will be implemented. |

## **Workflows and statuses: what happens after submitting a request?**

Depending on the request type, tickets go into a workflow where they are handled by the respective team and at the appropriate priority level.

Each request has a status associated with it. As the request moves through the associated workflow, the request status is updated continuously. 

You can find a complete overview of all submitted (and shared) requests on the<https://tindtechnologies.atlassian.net/servicedesk/customer/user/requests?status=open&reporter=all>support request dashboard.

[![Support Dashboard](https://no-cache.hubspot.com/cta/default/471991/52ada30a-b450-4910-bb66-28df7a96edc1.png)](https://cta-redirect.hubspot.com/cta/redirect/471991/52ada30a-b450-4910-bb66-28df7a96edc1)

![Support Portal-1](https://www.tind.io/hs-fs/hubfs/Support%20Portal-1.png?width=1972&name=Support%20Portal-1.png)

# **CRITICAL INCIDENTS**

## **Critical issues are treated with the highest priority, around the clock.**

**TIND has staff on duty 24/7 to resolve critical issues. While critical issues follow the same processing workflow as bugs, the r******esolution time for most critical issues is less than 24h.****

## **Does TIND monitor uptime?**

********![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png)TIND has sophisticated monitoring to catch downtime and other performance issues.******** 

****![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png)When a site response is less than 7 seconds, an engineer on duty will get an automated phone call alert.****

********![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png)We are continuously monitoring memory usage, disk space, load average and indexing tasks to address issues before they become an actual problem. ********

**![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png)Most likely, we're on the issue and have resolved it well before you notice it. Whenever an incident occurs, we will provide you with a detailed incident report.**

# **BUGS & PROBLEMS**

## **What happens after a bug request is submitted?**

****![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png)Bugs & problem requests are continuously monitored and assessed.****

********![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png) Problem assessment is usually done within a matter of days. Resolution times for workflow stages are given below.********

****************![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png) The diagram and table below explain the workflow and what each issue status means.****************

## TIND REBELS

# ![Support5](https://www.tind.io/hs-fs/hubfs/Support5.png?width=3000&name=Support5.png)

# ** TIME TO RESOLUTION**

**The time it takes to deliver a fix for a bug report can vary based on a number of factors,   
including complexity of the problem, urgency, and impact.

**

| ## ** Assessment ** | **1 week** | **This is the time it takes us to review and reproduce reported bugs. ****Problems can often be resolved during the assessment period. If it is something that can be resolved quickly, every effort is made to do so.** |
| --- | --- | --- |
| ## ** Fixing ** | **1-4 weeks** | **If the bug is considered "high priority" or is affecting many customers, it will ****be sent to the development team for an immediate fix.** |
| ## ** Dev Queue ** | **Up to 6 months** | **M****ore complicated or less urgent bugs are scheduled into our development roadmap in the next available cycle.** |
| ## ** Dev Backlog ** | **Based on priority** | **Bugs that appear to be "simple" at first glance can actually prove to be technically difficult to solve (for instance a bug related to the search algorithm).  Lower impact issues that require development will require a longer time to address.** |

# **CONFIGURATION + TECHNICAL SERVICES **

## **What do the statuses mean?**

## ** Open ********** ********the request is received and waiting to be processed.

## **Reviewing **** **we are assessing your request.

## ** Need Clarification ********** ********need more info to begin work.

## ** Awaiting Implementation ********** ********waiting for available resources.

## ** Work in Progress ********** ********we are implementing the request.

## ** Customer QA ********** ********work completed, waiting for customer acceptance.

## **Time frame for service delivery?**

**![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png)Time frame for delivering the service depends mainly on the scope of the request and available resources.**

****![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png)Basic service requests requiring less than 2 hours of work should take up to 4 weeks to deliver.****

****![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png)Advanced service requests requiring up to 4 hours of work take between 4-8 weeks to deliver.****

********![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png)Service requests requiring more than 4 hours of work to complete will be scoped for time and cost. ********

## **Are all service requests free?**

****![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png)Advanced or customization service requests requiring more than 4 hours of work will be scoped as a paid service. Solution and timeline will be agreed with customer.****

****************![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png)Typical paid services are customizations of submission workflow, site URL, front page, authority setup, export formats, translations. New submission forms, new record types. Integrations with SSO, Discovery Service.****************

# **HELPDESK **

## **When are questions and training requests answered?**

****![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png)Questions related to the use of the software are usually answered daily when possible or within 1-2 weeks if the answer requires additional research.****

********![arrow_white](https://www.tind.io/hs-fs/hubfs/arrow_white.png?width=14&name=arrow_white.png)More advanced questions can take more time to process, because they could require a developer to look into the code or database, or because they may require the involvement of a product manager.********

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