In this page, we detail how we categorize the different requests and when you can expect a response from us.
Bug: Something not working as it should
Support: A small change request on the existing configuration or need for assistance.
New Feature: A major change request or configuration change. A new feature is charged at a man-day rate of 400 USD net based on the work effort required from the software developer or data visualization.
See the details of our different change request packages
What qualifies as a bug?
A technical glitch preventing users from using the mobile or web app
An unexpected behavior of the system
A deviation from the agreed initial scope of the deployment
What qualifies as a support request?
New option for an existing question
New picture question in a workflow
New a list attribute, new options to list attribute
Changing the list scope, Team levels, and labels
Helping with the change of items assigned
What qualifies as a new feature?
New questions in a workflow which implies complex reporting updates, such as a matrix
New feature development on the mobile or web app
Service Level Agreements (SLAs)
The SLAs are our commitment to responding to the issue faced by the user
Initial response time
Our SLAs only apply after the Go Live