Incident Management

Instructions

Please create a ticket in the service portal to report an incident or ask for support.

1. Select the right ticket type

2. Summarize and describe the problem by filling-out the mandatory fields

3. Select an incident priority & add attachments (e.g., screenshots) if available

4. Issue the incident ticket by clicking on the send button

Please create your ticket here: https://ocfulfillment.atlassian.net/servicedesk/customer/portals

Emergency Hotline

In case of emergencies, you can also use our hotline: [phone].

Please only use this number for urgent incidents! The hotline is intended to use when our support portal is unavailable or you do not get any reaction by our agents.

In case we are already talking to a different customer, we might not be able to answer your call. Please always create a ticket via the service portal in these cases to make sure that your incident reaches us.

When reporting an incident, you are asked to identify the priority of your issue. This is how incidents are prioritized at fulfillmenttools.

Incident priorities

Incident Priority	Description
Priority 1	Customer is unable to use the SaaS services or essential applications are not executable or create data loss or corruption. This results in a complete loss of production.
Priority 2	The customer is able to use the SaaS services, but not all functions are usable. This results in a significant reduction in production.
Priority 3	Most of the functions of SaaS services are applicable with slight limitations