# Support Procedure
First, forward the client's support request into the Dev Team Project here in Basecamp (opens new window) (or email in your own request if it was a phone call).
# Triage the Issue
Determine the urgency of the issue, whether major or minor:
- Down Time
- Showstopper
- Minor Issue or Bug
- Out of Scope
For Down Time and Showstoppers, we drop everything and get on it immediately.
For Minor Issues or Bugs, we send an email to the client and schedule a review for our next available window.
# Downtime
- Confirm that the server is down yourself. If you cannot confirm the downtime yourself, it may be the client's internal network, their internal DNS, or their firewall.
- Check for known connectivity issues at Linode (https://status.linode.com/ (opens new window))
- Try to ping the server from your computer using the Native Mac App, Network Utility
- Try to SSH into the server
- See if Laravel Forge can connect to the server via SSH
# Resolutions
- Try restarting nginx, php, and mysql
- Try rebooting the server.
- Call Linode tech support: https://www.linode.com/support/ (opens new window)
# Showstoppers
We define a showstopper as a major bug or issue preventing a user from achieving their purpose on the website. For example, I can't fill out the contact form, I can't put items in the cart, there is a visible error message on the page, etc.
- Describe the issue
- Confirm the bug for yourself
- Backup the production database and export it into local development
- Recreate the bug in your local development environment
- Fix the bug in local development
- Deploy the change to production
- Test the fix in production
# Minor Issues
A minor is something relatively trivial, such as a visual alignment, typo, something not working as the client expected, or a client training question.
Minor issues will be addressed at our first commercially available opportunity and addressed with the same process as above.
# Out of Scope
If a client requests support when nothing is objectively broken, we can:
- Elect to spend our time at no charge to resolve it (15-30 minutes max)
- Provide a statement of work for design & development services.