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Urgent (Severity 1); a stoppage that completely prevents a client from continuing processing. Inovalon ONE platform being down, or a major component of the platform not being available and resulting in an inability for users to log in or use a major portion of the platform. Major process faults (e.g. data load, or analytical run faults).
For High, Medium and Low Incidents or Tasks please see our Severity Definitions and Response Times
(800) 591-9229Monday –Friday 08:00 AM to 08:00 PM ET, initial response will be 1 hour, after hours will be a 2 hour response. |
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Incident Lifecycle |
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Steps |
Escalation |
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Initial Triage of Incident |
Support Manager on Duty Informed |
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Technical Swarm |
Immediately following triage Level 2 and Level 3 Support engaged in a swarm Support Manager engaged |
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Escalation to Engineering |
Inovalon Command Center engaged Incident notifications are published Outage banner and or Email notifications are pushed out to Customers and Account Teams |
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Resolution |
Follow up with requester |
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