# Source: https://docs.asapp.com/support/reporting-issues-to-asapp.md

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.asapp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reporting Issues to ASAPP

## Incident Management

### Overview

The goals of incident management at ASAPP are:

* To minimize the negative impact of service incidents on our customers. 
* To restore our customers' ASAPP implementation to normal operation as quickly as possible.
* To take the necessary steps in order to prevent similar incidents in the future.
* To successfully integrate with our customers' standard incident management policies.

### Severity Level Classification

| Severity Level | Description                                                                                                                                           | Report To                                    |
| :------------- | :---------------------------------------------------------------------------------------------------------------------------------------------------- | :------------------------------------------- |
| 1              | ASAPP is unusable or inoperable; a major function is unavailable with no acceptable bypass/workaround; a security or confidentiality breach occurred. | Service Desk interface via support.asapp.com |
| 2              | A major function is unavailable but an acceptable bypass/workaround is available.                                                                     | Service Desk interface via support.asapp.com |
| 3              | A minor function is disabled by a defect; a function is not working correctly; the defect is not time-critical and has minimal user impact.           | Service Desk interface via support.asapp.com |
| 4              | The issue is not critical to the day-to-day operations of any single user; and there is an acceptable alternative solution.                           | Service Desk interface via support.asapp.com |

### Standard Response and Resolution Times

This table displays ASAPP's standard response and resolution times based on issue severity as outlined in the Service Level Agreement.

| Severity Level | Initial Response Time | Issue Resolution Time |
| :------------- | :-------------------- | :-------------------- |
| 1              | 15 minutes            | 2 hours               |
| 2              | 15 minutes            | 4 hours               |
| 3              | 24 hours              | 15 business days      |
| 4              | 1 business day        | 30 business days      |

### Severity Level 1 Incidents

**Examples:**

* Customer chat is inaccessible.
* \>5% of agents are unable to access Agent Desk.
* \>5% of agents are experiencing chat latency (>5 seconds to send or receive a chat message)

**Overview:**

* Severity Level 1 Incidents can require a significant amount of ASAPP resources beyond normal operating procedures, and outside of normal operating hours.
* Escalating via Service Desk initiates an escalation policy that is more effective than reaching out directly to any individual ASAPP contact.
* You will receive an acknowledgment from ASAPP within 15 minutes.

### Severity Level 2 & 3 Incidents

**Severity Level 2 Examples:**

* Conversation list screen within the Admin dashboard is blanking out for supervisors, but Agents are still able to maintain chats.
* User Management screen within Admin is unavailable.

**Severity Level 3 Examples:**

* Historical Reporting data has not been refreshed in 90+ minutes.
* A limited number of chats appear to be routing incorrectly.
* A single agent is unable to access Agent Desk.

### Issue Ticketing and Prioritization

* ASAPP maintains all client reported issues in its own ticketing system.
* ASAPP triages and slates issues for sprints based on severity level and number of users impacted.
* ASAPP's engineering teams work in 2 week sprints, meaning that the teams typically resolve reported issues within 1-2 sprints.
* ASAPP will consider Severity Level 1 and 2 issues for a hotfix (i.e. breaking the ASAPP sprint and release process, and being released directly to PreProd / Prod).

### Issue Reporting Process

* **For Severity 1 Issues:**
  In the event of a Severity 1 failure of a business function in the ASAPP environment, report issues via the Service Desk interface at [support.asapp.com](http://support.asapp.com) by filling out all required fields.
  By selecting the Severity value as **Critical**, you will automatically mobilize ASAPP's on-call team, who will assess the incident and start working on a solution if applicable.
* **For Severity 2-4 Issues:**
  In the event of any non-critical issues with a business function in the ASAPP environment, report issues via the Service Desk interface at [support.asapp.com](http://support.asapp.com) by filling out all required fields.
  ASAPP will escalate the reported issue to the relevant members of the ASAPP team, and you will receive updates via the ticket comments.

The ASAPP team will follow the workflow outlined below for each Service Desk ticket. Each box corresponds to the Service Desk ticket status.

<Frame>
  <img src="https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-447d93b4-feea-c550-433c-08ffad915c1f.png?fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=2db322bc01d8b76d85b7ffd36cfae858" data-og-width="1433" width="1433" data-og-height="880" height="880" data-path="image/uuid-447d93b4-feea-c550-433c-08ffad915c1f.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-447d93b4-feea-c550-433c-08ffad915c1f.png?w=280&fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=03b66d38d259a2796dc6b988ebe552e6 280w, https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-447d93b4-feea-c550-433c-08ffad915c1f.png?w=560&fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=0ea4f96dda03abc753d68ba50b9fd338 560w, https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-447d93b4-feea-c550-433c-08ffad915c1f.png?w=840&fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=f9acdad54fa88f90acbef54ddbfcb8c7 840w, https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-447d93b4-feea-c550-433c-08ffad915c1f.png?w=1100&fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=d3a4aa924b842b8b44d1fd9fd972236b 1100w, https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-447d93b4-feea-c550-433c-08ffad915c1f.png?w=1650&fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=9727065e6619521c1abc6ff638db3c57 1650w, https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-447d93b4-feea-c550-433c-08ffad915c1f.png?w=2500&fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=c39c748f1be41246cbaf38df0cd46751 2500w" />
</Frame>

### Issue Reporting Template

When you report issues to ASAPP, please provide the following information whenever possible.

* **Issue ID**: provide the Issue ID if the bug took place during a specific conversation.
* **Hashed, encrypted customer ID:** (see below)
* **Severity\*:** provide the severity level based on the 4 point severity scale.
* **Subject\*:** provide a brief, accurate summary of the observed behavior.
* **Date Observed\*:** provide the date you observed the issue. (please note: the observed date may differ from the date the issue is being reported)
* **Description\*:** provide a detailed description of the observed issue, including number of impacted users, the specific users experiencing the issue, impacted sites, and the timestamp when the issue began.
* **Steps to Reproduce\*:** provide detailed list of steps taken at the time you observed the issue.
* **ASAPP Portal\*:** indicate environment if the bug does not occur in production.
* **Device/Operating System\*:** provide the device / OS being utilized at the time you observed the issue.
* **Browser\*:** provide the browser being utilized at the time you observed the issue.
* **Attachments**: include any screenshots or videos that may help clearly illustrate the issue.
* **\*** Indicates a required field.

<Note>
  ASAPP deliberately does not log unencrypted customer account numbers or any kind of personally identifiable information.
</Note>

<Frame>
  <img src="https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-36ed25ac-f6d3-4d7e-2ed3-b804e202318c.png?fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=4b15c348dc86787dd7507f0291e747c0" data-og-width="1177" width="1177" data-og-height="326" height="326" data-path="image/uuid-36ed25ac-f6d3-4d7e-2ed3-b804e202318c.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-36ed25ac-f6d3-4d7e-2ed3-b804e202318c.png?w=280&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=79d8c6053bc80491cae4570c68ca7996 280w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-36ed25ac-f6d3-4d7e-2ed3-b804e202318c.png?w=560&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=2f0037d48b8229805556a65f6a54a99a 560w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-36ed25ac-f6d3-4d7e-2ed3-b804e202318c.png?w=840&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=0af1703bf2236022ddfcf425bbc6d5ba 840w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-36ed25ac-f6d3-4d7e-2ed3-b804e202318c.png?w=1100&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=35b2a47477ad54dcca66e3132c639ae7 1100w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-36ed25ac-f6d3-4d7e-2ed3-b804e202318c.png?w=1650&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=ad35d9a4d20a11db95df2c7d4e9964b3 1650w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-36ed25ac-f6d3-4d7e-2ed3-b804e202318c.png?w=2500&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=97f81e00a1d24139597e1277560b84b5 2500w" />
</Frame>

### Locate the Issue ID

**In Desk:** During the conversation, click on the **Notes** icon at the top of the center panel.

The issue ID is next to the date. The issue ID is also in the Left Hand Panel and End Chat modal window.

<Frame>
  <img src="https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f30e561-b27a-1df4-aeee-9c6c7af8ba1d.png?fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=ba6047f43d87b4ccd3cfa78c1de97a81" data-og-width="528" width="528" data-og-height="424" height="424" data-path="image/uuid-6f30e561-b27a-1df4-aeee-9c6c7af8ba1d.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f30e561-b27a-1df4-aeee-9c6c7af8ba1d.png?w=280&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=5ec44a2d7283dba637e6afa6af663300 280w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f30e561-b27a-1df4-aeee-9c6c7af8ba1d.png?w=560&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=b79e53ee8f80ebf27a05a0d7528f6bc7 560w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f30e561-b27a-1df4-aeee-9c6c7af8ba1d.png?w=840&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=fafe1fb45cf1a85d41836bfe21c3959a 840w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f30e561-b27a-1df4-aeee-9c6c7af8ba1d.png?w=1100&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=0725480b89a426a508df65b8d69be9a0 1100w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f30e561-b27a-1df4-aeee-9c6c7af8ba1d.png?w=1650&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=c33c6c047888c1167bb1a2426f64e0f7 1650w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f30e561-b27a-1df4-aeee-9c6c7af8ba1d.png?w=2500&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=4cbe7aff7d9f1f786f4c37f80c274cec 2500w" />
</Frame>

<Frame>
  <img src="https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1fb8eecc-6c21-4dbc-3fc5-772cf4722638.png?fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=027c04e71be9822dbdf6940d51b063f3" data-og-width="590" width="590" data-og-height="460" height="460" data-path="image/uuid-1fb8eecc-6c21-4dbc-3fc5-772cf4722638.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1fb8eecc-6c21-4dbc-3fc5-772cf4722638.png?w=280&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=f854f46856e3f9ebf1348ee227735916 280w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1fb8eecc-6c21-4dbc-3fc5-772cf4722638.png?w=560&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=84dbea53fe70d20a4af64ac4bd49e7fb 560w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1fb8eecc-6c21-4dbc-3fc5-772cf4722638.png?w=840&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=8feed0b3f433596f5abb523cd2475e7e 840w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1fb8eecc-6c21-4dbc-3fc5-772cf4722638.png?w=1100&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=51dcb6210485808934131522f409e593 1100w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1fb8eecc-6c21-4dbc-3fc5-772cf4722638.png?w=1650&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=8a9e75bbd41dcdcea93c6acab1482020 1650w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1fb8eecc-6c21-4dbc-3fc5-772cf4722638.png?w=2500&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=25a1e2fa39d2fd2e0e0623caf44226c0 2500w" />
</Frame>

**In Admin:** Go to Conversation Manager.

Issue IDs appear in the first column for both live and ended conversations.

<Frame>
  <img src="https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-a8b9107f-5752-2cb1-b0c6-673e82c7803d.png?fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=0a3448d8646c2196bb7cdae0e6d62dc6" data-og-width="526" width="526" data-og-height="446" height="446" data-path="image/uuid-a8b9107f-5752-2cb1-b0c6-673e82c7803d.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-a8b9107f-5752-2cb1-b0c6-673e82c7803d.png?w=280&fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=0ff56c75878822247c96cda6bfad3a81 280w, https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-a8b9107f-5752-2cb1-b0c6-673e82c7803d.png?w=560&fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=ac9acb775865a93fb3a297359c7f8d5e 560w, https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-a8b9107f-5752-2cb1-b0c6-673e82c7803d.png?w=840&fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=c172ee9999a6ee8ad3a4eae3fc1195a7 840w, https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-a8b9107f-5752-2cb1-b0c6-673e82c7803d.png?w=1100&fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=2be46d9307ea60055cdba65907911f35 1100w, https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-a8b9107f-5752-2cb1-b0c6-673e82c7803d.png?w=1650&fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=0cf7552ef33bb5d0c5e84fb993a84d6d 1650w, https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-a8b9107f-5752-2cb1-b0c6-673e82c7803d.png?w=2500&fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=1bb7479d5c469fcd9279d579704a835b 2500w" />
</Frame>