Error type request
When an Error type request is created, it is understood that you are reporting an error in some of the products, developments or some type of service agreement offered by the company and our intervention is necessary to correct the error.
For this kind of requests, you must provide clear information and support of the error to solve it in the most timely manner, according to the priority assigned at the time of creating the case and the approval of that priority by the person assigned to it.
The priority will be reevaluated at the moment of receiving the request, since the context of the request will determine the urgency with which the case should be handled.
Once this is clarified, the response to your request will be based on the following allotted times:
Type of Application | Priority | Time of first Response | Maximum Resolution Time |
|---|---|---|---|
Low (Does not affect the system or business operation) | 4 Business Hours | 40 Business Hours | |
Medium (Affects business but isn't blocking the process completely.) | 2 Business Hours | 16 Business Hours | |
High (Affects business and is blocking parts of the process) | 1 Business Hour | 8 Business Hours | |
Highest Affects all of the business and is blocking the entire process.) | 1 Business Hour | 2 Business Hours |
Form field:
Subject*: Give a name and/or title to the request as concrete and clear as possible.
Description*: In order to understand and solve your Request, we require you to detail what the error is, the step by step of how to replicate it, the data and credentials that can be used for testing, the ideal behavior or what it should have and a suggested date for the solution but this can be modified according to availability.
Example:
Error: A failure is occurring and is not letting you buy products when you select the quantity are 3 with another quantity if it works in the morning hours and when it is a registered user. Step by step:
test data: pass: 12345678 ideal behavior You should be able to buy any quantity of products selected, there should be no limit. |
Attachment*: Possibility to add necessary supports such as screenshots, video or files, logs for a better understanding of the request.
Platform*: You must look for the platform option in which the error occurs, in case you do not find it or it is in more than one add a note in the description.
Process*: Write the process in which the error occurs, e.g.: registration, password recovery, purchase, product selection, among others.
Priority*: With this field you will define the severity or importance of the request, depending on what you select, as well as the time in which you will receive a response and a solution to your request.
Versions: is a field where it is suggested to indicate the version in which the error occurs.
fields marked with * are required
Related Content:
Request type Technical Support and Other questions