Issue Escalation Process

Your case is a product defect and you already reported it. So, what are the steps until be resolved?

Step 1 | Level 1 Analysis

The Level 1 Support Analysts are responsible for collecting all the information and evidences related to your case. They will also attempt to reproduce the reported issue in their own environment. If they are unable to provide a solution or the issue is confirmed, they will escalate your case to a Level 2 specialist.

Step 2 | Level 2 Issue Confirmation

The Level 2 Support Specialist will re-analyze your case and gather all the necessary details to discuss it with the Product Team. In some cases, the Level 2 Specialist may require additional information from the customer.

Step 3 | Level 3 Assessment

The R&D team has confirmed that your case is a product defect and will create a JIRA (Internal Project Management Tool) task that is related to the issue. The issue will then be placed in the development queue to resolved soon.

Escalation Status

As your issue is being specified, treated, reviewed, and released by our R&D team, you will receive automated messages according to each JIRA issue status:

Status	Description

Status	Description
Specifying	It means the R&D team now is checking and validating its context and information, and if there is any question regarding the case to move for development. No ETA yet. At this point, the customer receives a message from our ticketing system.
Ready	It means the R&D team gathered all the necessary details and now the issue is ready to be tackled by the team. No ETA yet. At this point, the customer receives a message from our ticketing system.
In Progress	It means the R&D team is actively working on the issue and it will be delivered in one of the next releases. At this point, the customer receives a message from our ticketing system.
Done	It means the task is being solved completely and we have a new version or patch released. At this point, the Support Specialist responsible for your case will receive a message to contact you with all the details and directions.