Logging A Critical Issue

This user guide will show you step-by-step how to log a critical issue.

This guide is here to help in the unlikely event there is an emergency situation with the system.

Defining Critical Issues    

There are different people you can get support from in the unlikely event of a system error.

If you have a minor issue such as how to use a feature correctly, you can reach out to your account manager for guidance.

Critical Issues are ones that have an impact on sales or your ability to use the software. This is when you need to use the Support Hub, as it will get the urgent attention it needs.

Examples include: 

• The system is completely unresponsive and does not load
• Customers are unable to log in
• Customers are unable to purchase or download tickets
• Customers are being charged the incorrect amount for purchases 
• Admin users cannot log into the box office and cannot issue tickets 
• The access control application is not allowing tickets to be scanned 
• NFC wristbands/cards are not paired in the access control app
• Cashless shops are unable to sell products
• You suspect a serious data breach, i.e. hacker or unauthorised admin access

As you will see above, critical issues are specifically reserved for issues affecting the sale of items, delivery of purchased items, smooth running of onsite operations, or data breaches. 

Examples not to include: 

• Data in reports being wrong
• Reports not loading 
• Errors on pages that don’t severely affect the sale/delivery of items
• Spelling mistakes 

Logging a Critical Issue on the Support Hub

If you suspect that a critical issue is underway please follow the steps below.  You may also wish to contact your account manager via email so that they are aware of the issue too, however, they may be unable to help if the issue is of a technical nature.   

1. Log in to https://support.nutickets.com/support/login

2. On the right-hand side, you will see ‘New Support Ticket’, click here

3. This will take you to a page where you can enter the critical issue in full detail

4. As you can see you can add a ‘Subject’, ‘Priority’ and ‘Description’, you can even add a file using the ‘Attach a File’ option if you are able to provide a screenshot of the issue. 

Please include as much detail as possible, including the name of the account, URLs or pages being affected by the issue.

5. Priority is important to get the level of urgency needed. 

6. The options are Low, Medium, High and Urgent 

Note: If your issue is critical, then please ensure the priority is set as "Urgent"

7. When an ‘urgent’ ticket is received, it triggers the emergency response teams at Nuweb to respond to the issue within the hour, all other severities of issues will be treated in line with standard SLA response times.

8. For this reason, we urge caution in using the urgent severity level as issues will be downgraded if the issue is deemed to be non-critical and you may incur charges for out-of-hours support.

9. If you are wanting to report a bug you can still raise a support ticket using one of the other priority options. If you are ever unsure please seek guidance from your account manager.

10. Click ‘Submit’ to report your issue and you will receive an email with your support ticket ID.