User Guide: Feature Requests and Bug Logging

SmartSpace.ai provides avenues for users to request features, report bugs, and seek assistance with configuration queries. This guide outlines how to contact support, provide necessary information, and understand the response process.

Contacting Support

With Partner:

• If you have a partner, please reach out to them for assistance with configuration queries, bug reporting, and feature requests.

Without Partner:

• If you do not have a partner, you can email the SmartSpace team at Support@SmartSpace.ai.
• Alternatively, you can initiate the support process directly from the Admin Portal by clicking on the “Contact Support” button located in the right-hand navigation menu.

Providing Information

When creating a support request, please provide the following information:

Priority Level:

• Priority 1 – Critical: An error that renders the software inoperable. Response expected on the same business day.
• Priority 2 – Major: An error that causes the software to be partially inoperative, severely restricting the client’s use. Response expected on the same business day.
• Priority 3 – Minor: An error that does not comply with specifications but does not severely restrict usage. Response expected within 1 business day.
• Priority 4 – Informational: An error that does not materially affect operation, and the software remains usable. Response expected within 3 business days.

Information to Provide:

• Application Insight Logs: Include relevant logs to assist in diagnosing the issue.
• Affected Features or Functionality: Clearly identify the features or functionality impacted by the reported issue.
• Triage Steps: If any troubleshooting steps have been performed prior to logging the issue, provide details of those steps.

Response Process:

SmartSpace.ai support will provide the following information:

• Current Status: An update on the logged issue’s current status.
• Estimated Time of Resolution: An estimate of when the issue is expected to be resolved.
• Confirmation of Resolution: Once the issue is resolved, confirmation will be provided.