To ensure timely and efficient resolution of your issues, please follow these guidelines when submitting a new ticket:

1. Choose the Appropriate Template

Select the ticket template that aligns best with the nature of your report. Using the correct template helps streamline the resolution process.

2. Write a Clear and Concise Subject Line

Craft a subject line that summarizes the issue you are reporting. A well-written subject provides context at a glance.

3. Provide a Detailed Description

Include a thorough description of the issue, adhering to the selected template. Your description should cover:

• Steps to Reproduce: Provide clear and detailed instructions to replicate the issue, if applicable.

• Context and Details: Mention any relevant circumstances or additional information that may help diagnose the problem.
  

4. Set the Correct Priority Level

Assign a priority to your ticket based on the severity of the issue. Use the following categories as a guide:

Critical (S1)

Issues causing platform outages or preventing business operations without a workaround. Examples include:

• Platform services are unavailable for more than five (5) minutes (excluding planned outages communicated in advance).

• The Client or all its Users are denied access to the platform.

• A major platform functionality failure with no available workaround.

Medium (S2)

Issues impacting functionality but not halting essential operations. Examples include:

• Problems not classified as serious anomalies.

• Issues identified as urgent by the customer.

General (S3)

Minor issues, general inquiries, or feature requests.

5. Select the Relevant Request Type

Choose the request type that best corresponds to your report to ensure proper routing and handling.

6. Include Supporting Attachments

Attach any relevant screenshots, videos, logs, or other files that can help illustrate or validate the issue. These materials are often crucial for effective troubleshooting.

By following these guidelines, you help us address your concerns promptly and effectively.