Support Ticket Process

• Bugs
• Tasks

When we receive a support request, our team will triage the request and respond based on our Services Agreement and priority level.

We strive to answer your questions and help solve issues right away; however, some issues may need additional investigation.

Bugs

When a bug is reported within the system, our team will need will begin by attempting to recreate the issue in order to identify a root cause. Once we can identify the issue, we'll document it and submit it to our development team for additional review. Some items are able to be fixed quickly relatively, while others may be placed in the backlog at a much lower priority. In some cases, the team may decide that an issue will not be resolved (such as a feature that is no longer supported, or one that is being replaced), but when this happens, we'll let you know in the ticket.

Tasks

When a request is submitted for a task (such as a form configuration change or a data clone), our team will look to complete that task as quickly as we can. These tasks may take time to complete, and may be tasked behind existing bugs. We'll keep you updated on the status of these as we work through them.