As for every software company, bugs sometimes occur. Bugs are an error in our software that causes an incorrect or unexpected result. Certainly, we aspire to solve bugs as quickly as possible. To help us solve issues as time-efficient as possible, please provide us with detailed information on the issue. Details of where the issue appeared will help us reproduce the issue and, if necessary, forward the problem to our development team more quickly.
Please include the following information in your messages:
- Current Status or Problem *
- Detailed Description of Requirements *
- E-Mail (For which user did this issue occur?) *
- Device (e.g. Samsung Galaxy A50) *
- Browser version *
- User Story (e.g. “As an applicant, I want to be able to …”)
- Screenshots or Mockups
- Screencast
- Priority *
*Minimum required fields
Please note that normally, bugs are resolved within our biweekly sprint meets. In case of any business-critical bugs (e.g. employers cannot publish jobs, applicants cannot apply to jobs), understand that those are of course fixed outside of our release cycles (that is what we call a "hot-fix").
Our First Level Support team monitors incoming messages from clients and is responsible for replying to them and/or distributing them to other team members. Our terms (which are part of the contract) list different priorities for errors and response times. For a categorization, see the table below:
|
Priority |
Description |
|
Critical |
The intended use of the contractual software is not possible or unreasonably restricted. The error has a severe impact on business processing and/or security. All users are affected. |
|
High |
The intended use of the contractual software is severely restricted. The error has a significant impact on business processing and/or security but allows work to continue. All or a group of users are affected. |
|
Medium |
The intended use of the contractual software is slightly restored. The error has an insignificant impact on business processing and/or security but allows further processing without restrictions. A group or individual users are affected. |
|
Low |
The intended use of the contractual software is possible without restriction. The error has no or only a minor impact on business processing and/or security. Individual users are affected. Employees of the customer can also remedy the error themselves. |
Depending on the priority, the provider response times are regulated in our General Terms & Conditions.