Purpose

This WIKI's goal is to describe the different severity levels when requesting software and web changes and their meaning to the Web Development and Software development teams. 

Submitting Web Site change requests

For changes to one of the Tiber or PHSU websites, it is recommended that you submit the ticket using Bug Herd if you have an account and the plug-in is installed. 

If you do not have an account on the Tiber Bug Herd system or do not have the plug-n installed, you may open a ticket at https://support.tiberhealth.com/support/tickets/new. Please include a screenshot with your request. You may also send your request to web-support@tiberhealth.com. 

Submitting report, software, or configuration changes

For changes or requests of a report, dashboard, or any non-marketing website, please send a request through the Tiber Health ticketing system either by e-mail or on the portal,

Support Request Links

Severity Definitions

Critical

This severity level is reserved for issues that require immediate attention. When a ticket is assigned as critical, an analyst will be immediately assigned. This requirement is placed in the express path, taking priority over all other projects, requirements, and work. 

If you assign a request as critical, it is recommended that you notify the team via e-mail. You may use web-support@tiberhealth.com, pmundy@tiberhealth.com, blenihan@tiberhealth.com, or any combination. 

Examples of Critical Severity

- The website is unavailable

- Broken Links from the Home page or menu system

- Errors visible to the website users. (HTTP/40x, HTTP/50x)

- Reported violations of Law, regulations, or accreditation.

- Page form issues/errors or incorrect behavior

Important

The severity level of "important" is reserved for items that must be prioritized and completed in the current development cycle. Currently, our development cycle is ten days. A severity level of immediate means that the request should be completed by the end of the 10-day cycle, even if submitted in the middle of the cycle. The items will take priority over project-level items and general tasks and updates. 

Examples of Immediate Severity

- items containing false or misleading information (not yet reported by site visitors)

- Date restricted items that will be happening or expiring within the development cycle.

- Time sensitive posts or articles

- Regulatory and Legal items that need to be updated. 

- Blurry or unreadable images

- Major spelling mistakes

Normal

The normal severity is reserved for the majority of requests and will be assigned to a development cycle. 

Examples of Normal Severity

- image update

- Content changes

- Cosmetic changes that change the behavior or content of the page

- Page form updates

- Posts

- Articles

Minor

The minor severity is reserved for non-content, non-destructive cosmetic changes. items in the minor severity will be scheduled in a development cycle and will be prioritized accordingly. Minor/Cosmetic issues should not change the behavior or content of the page. 

Examples of Minor Severity

- Font Changes

- Color Changes

- Border's around images

- Image sizing