We understand bugs can be frustrating, and they cause work to slow down. We prioritize bugs based off their complexity and how critical the bug is to the system.

To report a bug, there are two buttons you can use the intercom chat option where you would reach out to our team. There is an option to report a bug. Please note that you should be as detailed as possible in your report. Links, videos, anything to help us identify what the issue is.

Please also note that the less detail you give, the more delayed your bug that you are reporting will be fixed as it requires us to have to reach out and get more information from you.

Expectations:

We realize and understand that there may be some issues that arise in the platform that maybe urgent to you with your efficiency and even client deadlines. We 1000% understand these frustrations and would love nothing more than to rectify issues immediately. As it turns out, there are some issues that require more investigation, and code change it's not realistic to rectify these in a short timeframe.

This is a comprehensive outline on how indema handles bug reports, to properly provide an expectation to our users about how these are handled and what we do on our end and our process.

Bug Type

We first look at the issue and the type of bug or issue there is. We try to isolate the issue to one of two things:
​

1. Is this a user-error?
If it's a user error, we record either a workflow to educate you on how to properly use that component you are being challenged with, or a recording of us performing the task so you can see first hand what happens.
​
​2. Is this an actual issue with our system?
If this is an actual issue with our system, we then move to phase 2 below.

PHASE 2

After the above, if this is a situation of an issue with the system, we then look at a few other points:
​

1. Is this a user-specific issue?
We test this by completing the task on your own account to ensure that this issue is on your account and that we can verify the issue.
​
​2. Is this a global issue?
We then go to our development account, and we test it there. If it happens there, its a global issue and we know it's impacting every user. Then, we head to phase 3 below.

Categorization

We then categorize the bug or issue. We categorize these in three different categories:
​

1. Critical: This means the code is actually broken and users are getting a broken page. Critical issues always are handled first, no matter the other categories.
​
​2. Semi-Critical: This means that its a user-specific critical issue, but not happening for all users. These issues are high-importance second to critical issues. If we dont have any critical issues, we focus on these.
​
​3. User-Critical: This means that the issue is not critical to the system, but rather a user, and the lowest rated issue.
​
While we understand that this issue is impacting your workflow, it is not considered critical, and is taken care of in the order we receive these. There are some other factors that play a role in rectifying these including but not limited to: If we are implementing a change in the system that is anticipated to roll out soon, we will not rectify the bug until we role out the new feature that pertains to that issue. If the bug is still there, it turns to a critical issue.

Investigate

We investigate why this issue is happening. This may take some time depending on the issue at hand. Investigation takes some time because depending on the bug, we may need to debug the system which takes time to isolate exactly what's happening with the code. Once we understand what is happening, we move to phase 5
​

Fix

We implement a fix. More times than not this is relatively quick, but can also take time depending on how much of the code is impacted by this. If a small amount of code is impacted, the fix is relatively easy. We then push these changes to our dev site to confirm the bug is rectified. If it is, we push to the live server. If not, we go back to debugging and figuring out what happened so that we can properly fix it.

We hope that this provides some clarity on how we handle these situations.

Of course, if you have any questions at all you are more than welcome to reach out to our team at Support@indema.co or chat us in-app.