How we manage support requests
Articles on: Getting Started
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:
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
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:
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
Updated on: 13/09/2023
Thank you!