Sample Ayla Support Request

Information that should be supplied in a support request:

Severity - 1, 2, 3
Description of the issue. Please include the following:
- Is it still happening?
- Errors/response received
- Screenshots/videos of the issue where applicable
- API call performed (include timestamps and time zone of when this was performed)
Ayla DSN (Device Serial Number) and/or Consumer information (as applicable and as per regulation).
Troubleshooting and/or reproduction performed (if applicable)
- Steps to reproduce the issue if available (include the expected vs observed behavior)
- Troubleshooting performed
Logs (device side/mobile), screen captures, video recording and any information helpful to the investigation

Level	Definition	Example	Ayla Response Time
Severity 1 (High)	Outages of the production platform lasting longer than ten (10) minutes, which prevent all consumers from operating the devices connected to the platform	Cloud outage	2 hours
Severity 2 (Medium)	The production platform is functioning in a severely reduced capacity	Higher than normal response time	4 hours
Severity 3 (Low)	Medium-to-low impact problem in the production platform which involves partial loss of functionality or loss of non-critical functionality, which does not materially impact customer’s use of the production platform.	Documentation errors	12 hours