Our Process
Step 1: We Verify Your Issue
Our Support team attempts to recreate the problem you're experiencing
We document all the details to help Engineering understand the issue (Internal Ticket)
We include your business impact statement to ensure proper prioritization
Step 2: Engineering Reviews & Prioritizes
Your issue is prioritized based on:
The business impact you've described
How many users are affected
Whether a workaround exists
Current engineering workload
Step 3: Investigation Begins
When your issue is picked up internally, they will:
Investigate the root cause
Determine the best solution, which might be:
A code update
A configuration change
A documentation clarification
A process improvement
Confirmation that the system is working as intended
Partner with support if more information is needed
Step 4: Resolution
Once fix is proposed, we will:
Test the solution thoroughly
Deploy the resolution to Production
Verify that the solution properly resolves your issue
What We'll Communicate
You'll hear from us when:
We make meaningful progress on your issue
The resolution is ready
We need more information from you
How You Can Help
Provide a clear business impact statement (see format below)
Let us know if your business impact changes
Share any workarounds you discover
Provide additional examples if you encounter them
Request updates if you need them more frequently
Business Impact Statement
To help us prioritize effectively, please answer these questions:
How would you grade the Business Impact of this issue? (High/Medium/Low)
How is this issue affecting your operations? (Brief description)
Are you able to work around it? (Yes/No – If yes, what's the challenge?)
Does this issue cause extra time/costs? (Yes/No – If yes, estimate impact)
Anything else we should know?
This information directly influences how your issue is prioritized and helps Engineering understand the real-world impact.
Good to Know
Not every ticket in our backlog is being actively worked on at once. We focus on the highest impact issues first while balancing the needs of all our users across the platform.