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What happens when I log a ticket with Scurri?

That's a great question!
Here is the process we go through to resolve your issues, once you log a ticket, our Customer Support Team review your request and immediately classify your request. 

We prioritise cases based on the severity and business impact of the issue:
Priority levelType of issueExample
P1 - Critical ImpactCritical service issue affecting all users. Service unavailable or unusable with no workaround.

Widespread label printing issues.
P2 - High ImpactThis issue is critically impacting a single user or critically impacting collaboration among users. 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.
P3 - Medium ImpactProduct does not work as expected but a workaround is easily available.Unable to retrieve tracking data from the Scurri app. 
P4 - Low ImpactProduct does not work as desired, but functions (a workaround is not necessary).A user is observing a slow down in the printing of labels. 

Of course, not all tickets raised have to fall within these, we also use the following classifications:
ClassType of issueExample
QuestionSome tickets are questions raised by a customer.Can you help me find out where to go to cancel an order?
Feature RequestSometimes customers like
to help us building our
product by sending us
feature requests
Can you add a new field to "x" report? 
Admin Change RequestSometimes, our customers need to change some settings within the admin panelCan you please change my shipping rules?

Troubleshooting
To resolve cases that involve complex scenarios, we may need to gather more information from you or conduct additional testing. In these cases:
  • You may be asked to perform a few steps or a troubleshooting test to help with the investigation of your case.

  • You may be asked to collect and send additional information relating to your case such as log trace files or the text that might appear in various pop ups. (we’ll tell you how to find this information).

  • Your case 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 issue and close the case. 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
As always, if you have any questions at all, please contact us at support@scurri.co.uk



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