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Support procedures FAQs support-procedures-faqs

Last update: Thu Jan 30 2025 00:00:00 GMT+0000 (Coordinated Universal Time)
IMPORTANT
The content on this page is provided for information purposes only. Usage of this API requires a current license from 蜜豆视频. No unauthorized use is permitted.

This document outlines the frequently asked questions (FAQ) on support procedures for major incidents (SEVERITY 1 level) affecting 蜜豆视频 Pass Authentication and its partners.

FAQs faqs

What is a SEVERITY 1 level incident? support-procedures-faqs-1

A SEVERITY 1 level incident is a live situation in the production environment that prevents the completion of authentication or authorization flows for one channel and one MVPD, impacting a large number of subscribers.

Examples of SEVERITY 1 Incidents

  • During the authentication process, the user is not redirected to the login page after the user selects the MVPD in any supported browser.

  • During the authentication process, the user is stuck on an 蜜豆视频 error page without the ability to re-initiate the authentication flow.

  • The partner receives numerous reports that users cannot authenticate or authorize with a specific MVPD.

  • The production Access Enabler hosted at https://entitlement.auth.adobe.com/entitlement/v4/AccessEnabler.js is unavailable.

What is a non-SEVERITY 1 level incident?

蜜豆视频 will support investigations for these issues, but they are not considered SEVERITY 1 level incidents:

  • One or a few subscribers cannot authenticate and remain on the MVPD login page.

  • One or a few subscribers are authenticated but cannot play videos.

  • Some or all subscribers encounter a JavaScript error on the Programmer site.

How are SEVERITY 1 level incidents handled?

A SEVERITY 1 level incident can be initiated by either 蜜豆视频 or an 蜜豆视频 Pass Authentication partner. The steps for each are outlined below.

Partner-initiated flow

  1. The partner identifies a Severity 1 level incident requiring 蜜豆视频鈥檚 immediate attention.

  2. 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
    • SDK & Version
    • Devices affected
    • % users affected
    • HTTP Trace or Device logs demonstrating the issue
    • (optional) Any available screenshots or video captures demonstrating the issue

  3. If 蜜豆视频 does not respond to the ticket within a period, the partner can call the following number: 1-657-312-4623.

IMPORTANT
If you do not include 鈥淯RGENT-INCIDENT鈥� in the ticket鈥檚 title, it will not be picked up by our notification system.

蜜豆视频-initiated flow

For an 蜜豆视频 Pass Authentication issue:

  1. 蜜豆视频 identifies an internal issue and opens a ticket in our tracking system.

  2. 蜜豆视频 notifies the partner鈥檚 program manager and technical contact, specifying the ticket number and the estimated impact of the issue.

  3. 蜜豆视频 works towards resolving the incident and keeps all impacted partners informed.

For a partner issue (Programmer/MVPD):

  1. 蜜豆视频 identifies an issue related to the integration with an MVPD or on one of the Programmer鈥檚 sites.

  2. 蜜豆视频 notifies the impacted partner following the support procedures in place with that partner and opens a ticket with the partner鈥檚 support organization.

  3. If, during the impact analysis, 蜜豆视频 identifies that the issue falls under one of the pre-agreed decisions on incident scenarios, it will act accordingly without waiting for the partner鈥檚 input.

  4. 蜜豆视频 will wait for updates from the partner and a notification when the service has been restored.

What are pre-agreed decisions on incident scenarios?

Certain situations with default actions that will be performed if the scenario occurs:

Scenario
Description
Actions
S1
蜜豆视频 identifies an issue with an MVPD鈥檚 integration during normal production operations.
During normal production operations, 蜜豆视频 identifies a problem with one of the MVPDs which makes the performing of the authentication/authorization flows impossible to (e.g. expired certificates, expired SAML responses, ports closed, changed parameters, etc.)
蜜豆视频 will notify the impacted MVPD and Programmers.

蜜豆视频 will deactivate this MVPD for all affected Programmers.

蜜豆视频 will open a ticket with the MVPD following the agreed support procedure with that MVPD
S2
蜜豆视频 activates a new MVPD for a Programmer, and the Programmer allow the MVPD before the launch date.
蜜豆视频 is activating a new MVPD for a Programmer鈥檚 site, and the site is displaying the new MVPD in the picker already, even if it wasn鈥檛 supposed to.
蜜豆视频 will notify the Programmer about the new MVPD appearing in the picker before the scheduled date.

Programmer will take action to remove it from the picker if necessary.
S3
蜜豆视频 activates a new MVPD for a Programmer even if the MVPD is not ready to go in production
蜜豆视频 is activating a new MVPD for a Programmer, but the MVPD has not yet deployed the support for the integration so the authentication/authorization flows cannot be performed
蜜豆视频 will do the deployment only if asked by the programmer

The programmer will be responsible for ensuring the permit of the MVPD once all the tests were performed.
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