In Scurri we prioritise cases based on the severity and the business impact.
Once a ticket is logged our Customer Support Team reviews your request and immediately classifies it.
| Priority level | Type of issue | Example |
|---|---|---|
|
Urgent |
Critical service issue affecting all users. Service unavailable or unusable with no workaround. |
Widespread label printing issues. |
|
High |
Product does not work as expected, with no feasible workaround. |
A user is unable to access the Scurri app and is receiving a 500 Error page. |
|
Normal |
Product does not work as expected but a workaround is available. |
Unable to retrieve tracking data from Scurri. |
|
Low |
Product does not work as desired, but functions (a workaround is not necessary). |
A user is observing a slowdown in the printing of labels. |
Of course, not all tickets raised have to fall within the above classifications, we use the below classification as well -
| Class | Type of issue | Example |
|---|---|---|
|
Question |
Customers raises a question. |
Can you help me find out where to go to cancel an order? |
|
Feature Request |
Customers would often send Feedback and suggestions on how we can improve our product. |
Can you add a new field to "x" report? |
|
Admin Change Request |
Customers need to change or add services or functions to their account. |
Add a new user. |
Information needed when submitting a Ticket
Always ensure when submitting a ticket that you provide all relevant details -
- A full explanation of what it is happening
- An order/consignment number
- Timestamps
- Exact error messages
- Carrier and Service
- Any other information you think is relevant to the issue
Troubleshooting
To resolve cases that involve complex scenarios, we may need to gather more information.
- You may be asked to perform a few steps or a troubleshooting test to help with the investigation.
- We may request a video call.
- It may require an expert to review certain issues.
For some complex cases, the resolution times will vary depending on the complexity of the issue and the availability of troubleshooting data.
Resolving your Case
Our support staff will work to resolve your query. Depending on the type of issue, resolution means:
- We fixed your issue, provided a solution, or answered your question
- A feature is now working as expected
- We submitted your feature request to the product team
- We weren't able to reproduce the issue
- A third-party product is involved, so you will need to contact them for further assistance
- We are unable to resolve or currently do not offer support for the item you have contacted us about
If you have any questions on the above, please email our support team at support@scurri.com