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.

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

  • Helping with the change of items assigned

What qualifies as a new feature?

  • New list attribute, new options to list attribute

  • Changing the list scope, Team levels, and labels

  • 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

New features are Change Request that require specific man-days of work, charged at the following rates:

  • 1 Man day= 450 USD

  • 5 Man days = 1,500 USD

Service Level Agreements (SLAs)

As part of the subscription contracts signed to access the FieldPro services, we commit to responding within certain timelines to the requests received, based on their severity level:

Severity level

Key dimensions


1 ‐ Major bug - High priority

Direct Business Impact

Multiple Users Affected

Serious defect or problem in the Software and the Mobile Application which is causing performance disturbance.

A complete outage of any application module/function.

More than 25% of the total users experience service degradation.

Users unable to access the system or service.

Service Security measures and controls compromised.

2 ‐ Minor bug - Low priority

Indirect Business Impact

Few Users Affected

Problem has no measurable or perceivable business impact.

A fault that has no current impact on Customer operations.

Fault which may cause inconvenience in performing regularly used functions

3 ‐ Service Request

Little or no Business Impact

Request for upgrades, new functionality or other changes which may not be handled by the support team.

Immediate attention is not required.


First Response Time

Frequency of update

1 ‐ Major bug

3 hours

6 hours

2 ‐ Minor bug

12 hours

24 hours

3 ‐ Service Request

24 hours

40 hours

Applicable time: 9am to 5pm. Monday to Friday

Our SLAs only apply

  • after the Go Live

  • if the requests are properly logged and categorized through our ticketing system