How we manage support requests
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.
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 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:
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
2 ‐ Minor bug
3 ‐ Service Request
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