Concurrency Monitoring escalation procedures esc-procedures
tve-support@adobe.com
including “URGENT - INCIDENT” in the subject line.Introduction cm-escalation-intro
This document describes the support procedures for major incidents (SEVERITY 1 level) affecting Adobe Pass Authentication, Adobe Pass Concurrency Monitoring and its partners.
Definition of Escalation Severity 1 Level defn-escl-sevrityone-level
A SEVERITY 1 level incident is a LIVE situation, happening in the production environment, that does not allow the completion of the authentication and / or authorization flows for one channel and one MVPD, affecting a large number of subscribers of the MVPD performing the flow.
Examples of Severity 1 incidents exampl-sevone-incident
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The production Access Enabler hosted at http://entitlement.auth.adobe.com/entitlement/AccessEnabler.js is not available.
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For a specific MVPD, Adobe no longer redirects / displays the login page, after the user selects the MVPD (in any of the supported browsers).
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The partner receives a large number of reports that the users cannot authenticate/authorize with a specific MVPD.
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During the authentication process, the user is stuck on an Adobe error page without the possibility to re-initiate the authentication / authorization flow.
Examples of what is NOT a Severity 1 incident exampl-not-sev1
For issues of these types, Adobe will provide support for investigations but they are not Severity 1 incidents:
- One or a few subscriber(s) are not able to perform the flow due to a Flash version issue (missing Flash, Flash blockers, wrong Flash version).
- One or a few subscriber(s) are not able to authenticate and remain on the MVPD login page.
- One or a few subscriber(s) are authenticated but not able to play videos.
- One/few/all subscribers encounter a JavaScript error on the Programmer site.
Severity 1 Escalation Flows sevone-escalation-flows
Severity 1 incidents may be initiated by either Adobe or an Adobe Pass Authentication partner. The steps for each are presented below.
Partner-initiated Flow partner-initiated-flow
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The partner identifies a Severity 1 incident (as described above) requiring Adobe’s immediate attention.
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The partner sends an email to tve-support@adobe.com including “URGENT - INCIDENT” in the subject line and adding the following information:
- Title
- Description and steps to reproduce
- OS
- Browser
- Flash Version
- (optional) Any available screenshots or video captures demonstrating the issue
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If Adobe does not respond to the ticket within 30 minutes, the partner calls the number below:
- 1-205-693-9813
If you do not include “URGENT-INCIDENT” in the ticket’s title it will not be picked up by our notification system.
Adobe initiated flow adobe-initiated-flow
…for an Adobe Pass Authentication issue
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Adobe identifies an internal issue and opens a ticket with our tracking system.
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Adobe notifies the partner’s program manager and technical contact, specifying the ticket number and the estimated impact of the issue.
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Adobe works towards the resolution of the incident and keeps all impacted partners informed.
…for a partner issue (Programmer/MVPD)
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Adobe identifies an issue related to the integration with an MVPD or on one of the Programmer’s sites.
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Adobe notifies the impacted partner following the support procedures in place with that partner and opens a ticket with the partner’s support organization.
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If, during the impact analysis, Adobe identifies that the issue belongs to one of the pre-agreed decisions on incident scenarios (see section “Pre-agreed decisions on incident scenarios” below), it will act accordingly without waiting for the partner1. 's input.
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Adobe will wait for updates from the partner and a notification from the partner when the service has been restored.
Pre-agreed Decisions on Incident Scenarios pre-agreed-decisions
There are some situations in which a default action will be performed in the case of that scenario’s occurence:
Response Expectations For Severity 1 Incidents response-expectations
- Initial Response: 30 Minutes (24/7)
- Action Plan: 1 Hour (24/7)
- Resolution: ASAP (24/7)