How to raise a support ticket
Follow these steps to help us triage and resolve your request quickly.
1) Submit via your agreed support channel
Raise a ticket using your organisation’s agreed channel (e.g., service desk portal or support email). If you are unsure which channel to use, contact your Engage Squared representative.
2) Provide clear information
Include the following details:
- A concise summary of the issue or request
- Affected users, roles, or teams
- Business impact (what work is blocked or degraded)
- Environment (e.g., Production, UAT, Dev)
- Steps to reproduce and the expected versus actual result
- Relevant record IDs/URLs, timestamps, and screenshots or logs
- When the issue started, and whether it is intermittent or consistent
3) Select a severity (P1–P4)
Use these guidelines to choose a severity. If in doubt, choose the best fit and explain the impact in your description.
| Severity | Summary | Typical impact examples |
|---|---|---|
| P1 – Critical outage | Complete loss of service or a critical security exposure with no viable workaround. | Service down for all users; data exposure requiring urgent mitigation. |
| P2 – High impact | Major feature or workflow broken for many users; limited or no workaround. | Key business process blocked; severe degradation causing missed deadlines. |
| P3 – Medium | Functionality issue affecting a subset of users or a non-core workflow; reasonable workaround exists. | Intermittent errors; UI defects with some impact on productivity. |
| P4 – Low | Minor issue, cosmetic defect, or general question; clear workaround available. | Typos, minor layout issues, how‑to queries. |
We may adjust the severity during triage based on actual scope and impact.
4) How fixes are prioritised and released
We understand that you want any issue affecting your organisation resolved as quickly as possible. Our release process is designed to ship high-quality, stable updates while addressing critical issues promptly.
Standard Release Cycle (2–4 Weeks)
Most bug fixes and new features are delivered within our regular 2–4 week release cycle. This cadence allows us to perform comprehensive testing—including full regression—to ensure that a fix for one issue does not inadvertently create another. Bundling changes helps us maintain the stability and reliability you expect from Brief Connect.
P3 and P4 issues are always addressed in the next available standard release after the fix is ready and has passed quality assurance.
Hotfix Releases (By Exception)
We use hotfix releases to deploy urgent fixes outside of the standard cycle. A hotfix is reserved for critical problems, such as a major security vulnerability or a P1 defect that causes a complete service outage.
Why not everything can be a hotfix
While we appreciate the urgency of every reported issue, treating every bug as a hotfix would be counterproductive. Rushing a fix to production without thorough regression testing can introduce new, sometimes more severe, problems into the system. Our structured process ensures every change is safe and reliable.
Prioritisation Summary
- P1 Defects: Automatically considered for an emergency hotfix.
- P2 Defects: Considered for a hotfix upon request, based on a risk and impact assessment.
- P3 & P4 Defects: Addressed in the next standard release cycle.
5) After you submit
- You will receive a ticket reference.
- We will triage, confirm severity, and request any missing details.
- Status updates will be provided via your support channel, including release or hotfix targeting once known.