Submit a Bug Ticket
Click this link to open a bug ticket submission form. Enter all information in the required fields of the form. Also, copy and paste the link to the original Zendesk ticket into the field where indicated in the form.
Priority Levels
| Priority Level | QA Response SLA | Criteria | Examples |
| P1 (Blocker) |
Immediate Response from QA with updates every 60 minutes until resolved
|
- Feature is non-functional
- No workarounds exist.
- Impact affects all or large number of clients.
- Extremely high impact to client’s business.
|
- API servers inaccessible
- Unable to log in to application
- No campaigns are being sent
- Hosted images not showing
|
| P2 (High) |
Response from QA within 12 hours of submission
|
- Feature is non-functional
- Workaround exists but is unreasonable.
- Impact affects limited/single number of clients.
- High impact to client’s business.
- Affects At Risk clients, and/or those with high ACV, or are Brand Advocates.
|
- Import fails.
- Journey isn’t executing.
- Campaign not sent /very delayed.
- Duplicate campaigns sent.
- Custom report data incorrect.
|
| P3 (Medium) |
Response from QA within 24 hours of submission
|
- Feature is semi-functional
- Workaround exists. Is acceptable but time consuming.
- Inhibits feature adoption
- Medium impact to client’s business
|
- 3rd-party integration disconnected
- Contacts stuck in a Journey
- DnD Editor doesn’t load in the screen
- Send-time Optimization sends at wrong times.
- Web funnel tracking non-functional
|
| P4 (Low) |
Response from QA within 48 hours of submission
|
- Feature is functional, but reflects poor quality
- Workaround exists but is less than efficient.
- Low impact to client’s business.
|
- Typographical error
- Screen misalignment
|