Support Triage Guide

When you raise a support request, our team first triages it, reviewing the details to understand what’s needed, then assigns it a Category and Priority so it can be handled efficiently.

Below is a quick guide to help you understand how we classify your request.

Category

This describes the type of request you’re submitting.

Bug A defect or error in the system that needs fixing.

Not a Bug The behaviour is intentional or working as designed.

Unconfirmed We need more information before we can confirm what’s happening.

Change Request A request to modify or add functionality. These are treated as new work and usually scoped as paid services.

Data Issue A problem related to incorrect, missing or inconsistent data. Depending on the nature, this may need to be scoped (as re-work that’s dependent on customer data) and if that’s the case we’ll scope this as paid services.

Idea A suggestion for improvement that’s not yet scoped or scheduled. We will take this to the product backlog and prioritise based on other activities. If a request is a high priority, customers may opt to fastrack their idea as a Feature.

Feature A request for new system functionality. These are treated as new work and usually scoped as paid services.

Help A request for guidance or assistance with using Elafent.

Performance Issue The system is slower than expected or underperforming.

Availability Issue The system or service is not accessible or intermittently unavailable.

Priority

This indicates the urgency and impact of your request.

Urgent Critical business impact and service unavailable or data loss. Immediate attention required.

High Significant impact and core functionality affected but a workaround exists.

Normal Standard priority and issue causes inconvenience but not a major disruption, if at all.

Low Minor issue, question or enhancement with minimal business impact.

Once your support request is received, we’ll:

  1. Triage it to understand the context.

  2. Categorise and prioritise it according to the outline above.

  3. Acknowledge and respond with next steps, including any scoping for paid services if your request falls under a new or change-related category.

We look forward to helping you get the most out of Elafent.

Warm regards,
The Elafent Support Team