In this page, we detail how we categorize the different requests and when you can expect a response from us.

Request types

  • 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.

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 dashboards

  • New workflow

  • 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

Issue type

Initial response time

Update frequency

Bug

6 hours

Daily

Support

24 hours

Weekly

New feature

48 hours

Weekly

Our SLAs only apply after the Go Live