Christmas technical support.

DNA’s technical support will be reduced from 5pm Thursday 16 December 2021 until 9am Monday 17 January 2022.

Over this period most P1 and P2 incidents, such as website outages, will remain handled on a 24/7 basis by your hosting infrastructure provider (such as CWP, SilverStripe Cloud, or SiteHost).

If you have an ongoing support agreement with us, DNA will cover any code related issues that are critical in nature, such as a major impact on your website or platform where there is no easily available workaround. When you raise an incident, the level of impact will be assessed and agreed by both parties.

If the incident is mutually defined as having a critical impact (Urgent incident) to your services, DNA will be responsible for resolving the issue in accordance with the response and restoration targets outlined below. Incidents that are not defined as having a critical impact (Urgent incident) on your services will not be supported during the holiday period and will be resolved after our team is back to full support.

Reporting an incident.

In the case a Critical Impact (P1) incident is raised to DNA, the following steps should be followed. 

1. Create a new ticket in your JIRA and document the issue, including:

  • Date and time of issue

  • User case that generated the error (if it can be reproduced)

  • URL where the issue occurs

  • Screenshots of error messages or display of broken functionality (if possible)

  • Possible data references, error codes, etc. that will help identify the issue

  • What operating system and browser and environment were used when the issue occurred

  • Acceptance criteria for the resolution of the issue

  • Priority

2. Email the JIRA ticket URL to the Level 1 escalation contact outlined below.

3. Follow up with a phone call to the escalation contact and provide the JIRA ticket number.

Resolution of issues may be delayed if the problem reporting incident process is not followed correctly. 

Key escalation contacts.

Level 1 — On-call team

tier1@dna.co.nz

Level 2 — Technical Leads

James Ayers
james.ayers@dna.co.nz
021 270 8292

Matt Bondi
matt.bondi@dna.co.nz
021 606 022

Level 3 — GM Development and Technology

Rainer Spittel
rainer.spittel@dna.co.nz
021 08235167

Roles and Responsibilities.

DNA will provide support for your website for incidents of Critical Impact (P1). 

The client will be responsible for:

  1. Raising critical incidents to DNA and following the proper escalation process and escalation paths.

  2. Responding to queries raised by DNA in a timely manner.

  3. Managing the relationship on behalf of DNA with third-party service providers including, but not limited to, infrastructure, domain and certificate distributors, and organising required documentation.

  4. Interacting and gathering feedback from stakeholders and external website visitors and supplying the correct information to DNA.

  5. Prioritising tasks related to Critical Impact incidents.

  6. Testing and approval on UAT environment in a timely manner prior to release, unless otherwise agreed.

DNA will be responsible for resolving Critical Impact (Urgent incident) incidents, which may be raised by the client.

Hours of coverage.

During the period of coverage, support hours are 8:30am to 5:00pm, Monday to Friday, excluding public holidays.

Deployment coverage.

  • We highly recommend making no changes to your website over the period of coverage unless the reported incident of Critical Impact (Urgent incident) prohibits users from undertaking key tasks.

  • UAT and Production deployments will be undertaken within the above-mentioned hours of coverage but between Tuesday to Thursday, 8.30am to 3.30pm. This is to mitigate risk associated with deployments before a weekend, at the end of the day, and to factor in Public Holidays that might fall on a Monday or Friday.

  • Deployments outside this managed period may be subject to additional costs.

Exclusions of support.

  • New functional requirements; these will be separately scoped, costed and approved for the development and/or design required as a separate project.

  • Physical hardware and systems software used to host and run the website. Support for hosting will be included in the Hosting Agreement between you and the Hosting Provider.

  • Monitoring of server performance, security updates, software upgrades and configuration of upstream provided services such as domain name resolution, Solr, MySQL, Apache, certificates or anything else pertaining to the application’s operating environment outside of the applications code base.

  • Management of the relationship of third party API suppliers.