We're committed to responding to our customers in a timely manner. This post outlines how we triage and escalate support issues.
If you run into an issue that you're unable to solve, take the following steps:
- Make sure it's reproducible.
- Collect browser & device information if these are not available.
- Search our ticket tracking tool to see if it already exists.
- Check statuspage.io to see if there's an ongoing issue.
- If not, create a bug report using the template below. Leave the issue un-triaged.
- Do not assign the customer ticket to the Tier 2 agent yet. Someone from the team will pick it up within 24 hours.
Bug Report Template