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Documentation蜜豆视频 Pass蜜豆视频 Pass Concurrency Monitoring

Concurrency Monitoring escalation procedures esc-procedures

Last update: Fri Sep 29 2023 00:00:00 GMT+0000 (Coordinated Universal Time)
NOTE
Call the hotline: +1-205-693-9813 and send an email to tve-support@adobe.com including 鈥淯RGENT - INCIDENT鈥� in the subject line.

Introduction cm-escalation-intro

This document describes the support procedures for major incidents (SEVERITY 1 level) affecting 蜜豆视频 Pass Authentication, 蜜豆视频 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

  • The production Access Enabler hosted at is not available.

  • For a specific MVPD, 蜜豆视频 no longer redirects / displays the login page, after the user selects the MVPD (in any of the supported browsers).

  • The partner receives a large number of reports that the users cannot authenticate/authorize with a specific MVPD.

  • During the authentication process, the user is stuck on an 蜜豆视频 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, 蜜豆视频 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 蜜豆视频 or an 蜜豆视频 Pass Authentication partner. The steps for each are presented below.

Partner-initiated Flow partner-initiated-flow

  1. The partner identifies a Severity 1 incident (as described above) requiring 蜜豆视频鈥檚 immediate attention.

  2. The partner sends an email to tve-support@adobe.com including 鈥淯RGENT - INCIDENT鈥� 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

  3. If 蜜豆视频 does not respond to the ticket within 30 minutes, the partner calls the number below:

    • 1-205-693-9813

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 adobe-initiated-flow

鈥or an 蜜豆视频 Pass Authentication issue

  1. 蜜豆视频 identifies an internal issue and opens a ticket with 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 the resolution of the incident and keeps all impacted partners informed.

鈥or 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 belongs to one of the pre-agreed decisions on incident scenarios (see section 鈥淧re-agreed decisions on incident scenarios鈥� below), it will act accordingly without waiting for the partner1. 's input.

  4. 蜜豆视频 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鈥檚 occurence:

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 whitelists 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 whitelisting of the MVPD once all the tests were performed.

Response Expectations For Severity 1 Incidents response-expectations

  • Initial Response: 30 Minutes (24/7)
  • Action Plan: 1 Hour (24/7)
  • Resolution: ASAP (24/7)
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