Users can submit their issues and questions through the Help Desk by following this link: support.waytohealth.org or emailing email@example.com. Users may ask a question, report a problem, check Wells Fargo status and offer feature suggestions.
Support tickets are categorized according to severity and business impact.
|Priority||Description||Response within||Resolution or mitigation within|
A major issue preventing users or participants from interacting with the platform, such as a system outage.
A major system malfunction resulting in the loss of key functionality (e.g. The platform sending incorrect feedback to a participant).
An issue that disrupts normal workflows, or could result in an impending failure of the system. There are functional limitations that are critical to the daily operation of the study/project.
There are functional limitations that are critical to the daily operation of the study/project.
|2-3 business hours||4-5 business hours|
|Medium||Moderate loss of application functionality or performance. There are functional limitations that are important to the daily operation of the study/project.||4 business hours||8 business hours|
Minor loss of application functionality or performance. There are minor functional limitations that are nonessential to the daily operation of the study/project.
A feature request / enhancement suggestion to address a user's pain point or document an idea for system improvement.
A description of an inconvenience or pain point with the user's current operational processes that could potentially be improved through new feature sets within the platform.
|4 business hours||1-5 business days, unless it goes into our development queue|