Sample Ayla Support Request
Sample Ayla Support Request
Information that should be supplied in a support request:
- Severity - 1, 2, 3
- Description of the issue. Please include the following:
- Is it still happening?
- Errors/response received
- Screenshots/videos of the issue where applicable
- API call performed (include timestamps and time zone of when this was performed)
- Ayla DSN (Device Serial Number) and/or Consumer information (as applicable and as per regulation).
- Troubleshooting and/or reproduction performed (if applicable)
- Steps to reproduce the issue if available (include the expected vs observed behavior)
- Troubleshooting performed
- Logs (device side/mobile), screen captures, video recording and any information helpful to the investigation
Ayla Severity Definitions
| Level | Definition | Example | Ayla Response Time |
|---|---|---|---|
| Severity 1 (High) | Outages of the production platform lasting longer than ten (10) minutes, which prevent all consumers from operating the devices connected to the platform | Cloud outage | 2 hours |
| Severity 2 (Medium) | The production platform is functioning in a severely reduced capacity | Higher than normal response time | 4 hours |
| Severity 3 (Low) | Medium-to-low impact problem in the production platform which involves partial loss of functionality or loss of non-critical functionality, which does not materially impact customer’s use of the production platform. | Documentation errors | 12 hours |
