Helpdesk and Contact Information

This page contains the helpdesk contact information for Snap4city users and for commercial and future project and challenge activity.

For Technical questions please try with our H24/7   

For bug and problem report please use: https://docs.google.com/forms/d/e/1FAIpQLSfDQtKqgLIIyycNXiazeYEh1SsRG1YL8Ze4ThD8nZoA5jsoXw/viewform

For any other kind of questions please use our contact Point: snap4city@disit.org  also you can use our Contact form or direcly contact our personnel: 

  • Nicola Mitolo
    • Phone and WhatsApp: Nicola Mitolo, +39-347-6530884
    • Skype: nicola.mitolo
  • Paolo Nesi

if you prefer  to have a face to face talk you can book a meeting: (i) colocating it in one of the events we attend (see NEWS for the list); or (ii) visting us in Florence; or (iii) ask for our visit on your premise.
In any case, please send an email to snap4city@disit.org or at above contacts. 

Snap4City platform has been developed by DISIT lab. Https://www.disit.org 

Snap4City platform been created by using the Km4City framework as a technological ecosystem: Https://www.km4city.org which has been also created by DISIT Lab.

Service Level Rules: the help desk is open H24/7 while the response to you email are typically produced at working hours: 8:30-19:00 CET time. Km4City /Snap4City Smart City API Service Availability, robustness

Any occurrence of incidents is received by Help Desk personnel, classified and addressed in due time.

  • At the reception of the email (preferably) we perform the Incident identification, logging,  categorization and prioritization
  • incident is analysed via an Initial diagnosis, to identify the area and responsible which have to address it. The responsible(s) is(are) contacted and the priority revised. The areas are: Knowledge base, Dashboards, IOT Directory, IOT Devices, IOT Applications production, IOT Applications management, Security, DataGate, Resource Manage, Data Ingestion, Portal, Data Analytics, Scheduling/processing.
  • Incident resolution in taken in charge by one or more responsible, up to the Incident internal closure
  • Passed to the testing and regression testing, up to complete closure and reporting
  • Communication with the user community throughout the life of the incident

The incidents are classified as follows:

  • Critical -- Priority 1 = 8 hour resolution: affect a very large impact on the users and services.
  • High -- Priority 2 = 24 work hour resolution: affect a large number of users, and service delivery.
  • Moderate -- Priority 3 = 3 business days resolution: affect a few users and interrupt work to some degree, may be slightly affected or inconvenienced.
  • Low -- Priority 4 = 5 business days resolution: do not interrupt users and services, and can be worked around

The service continuity in terms of API is monitored by E015 of Lombardia Region for H24/7 for Smart City API Km4City and resulted in an average of service availability above the 99% since several months. Km4City /Snap4City Smart City API Service Availability, robustness

 

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