Report A Problem

A step-by-step guide to help you understand how and when to report a problem in FT CRM.

From an incident response perspective, we have developed a strategy to detect, monitor, and respond to incidents affecting the platform to ensure you are always supported.
However, this is a team effort and we rely on you to report any issues, bugs, and incidents that you encounter. We can only support you if we know the problems you are facing.

🗣️ Terminology

When you experience an incident or error inside FT CRM it should be reported to us as soon as possible. Let's break down some commonly used terminology:
  1. When we talk about an incident we refer to any critical, major or minor disturbances to your service.
  2. When we refer to an error we mean any occasion when the service performs contrary to its specifications.
We have also provided a point of contact during office hours to assist with the reporting of errors, as well as to provide answers to technical questions and documentation.

🙋‍♂️ How to Report a Problem

Once you've encountered a problem, next you need to report it:
  1. From the Tools menu, select Report a Problem from the Troubleshooting category.
Report a problem from the tools menu
Report a problem from the tools menu
  1. You will be presented by the Report a Problem pop-up 👇‍​
Report a problem pop up
Report a problem pop up
  1. Select the category that best fits the area of your problem.
  2. Select the most appropriate sub-category.
Sub Category
Sub Category
  1. Based on the Category and Sub-Category that you have selected, the priority of the problem will be automatically selected. The message on-screen will inform you of the expected time scale of when the problem will be attended to.
💡 Note: You can change the priority of the problem if you feel the automatic selection does not accurately represent the situation.
Not sure about how to classify the urgency of the problem? Here are a few examples.​
Select or change priority
Select or change priority
  1. Enter all the information required on the form including a detailed description and the steps to reproduce the issue. It is very important that we know the actions you took to encounter the problem so that we can re-create it ourselves and isolate the cause.
  2. Any additional info; User ID, ACT-ID, Lifecycle ID, version name, etc.
  3. Send Request.
Best Practices:
  1. Always report the incident from inside FT CRM, where possible - this ensures that the right people see the incident as quickly as possible.
  2. Remember that no issue is too small or insignificant - we will prioritise the work depending on the severity.
  3. Pass on as much information as you can and don't be afraid to include screenshots, Activity or Lifecycle IDs, URLs, and any other information that could be important.
What Not To Do:
  1. Don't report the incident in a private chat or channel with your Integration or Partner Manager - they might not be around to see it!
  2. Don't ignore the issue and hope that it will go away.

🚨 Incident Classifications Explained

Urgency classifications can feel subjective, so we have included some helpful information to help you classify your incident with confidence.

P1 - Operation Stopped

Priority 1 is a critical interruption in the service that severely impacts your operations.
This could include:
  1. Critical functionality not available
  2. Loss of data
  3. Software failure that results in interruption of service
Real-life example: An example of a P1 incident could be:
  1. An activity that has successfully fired before has stopped running (not a set-up issue)
  2. Cannot log in to FT CRM
In the instance that the site is down, as in this example, and you cannot log into FT CRM, please email the details to fasttrack-incident@fasttrack-s.pagerduty.com​

P2 - Operation Disturbed

Priority 2 is an interruption in the service that causes the system to operate in a restricted fashion. The functionality loss is not critical to the operation.
This could include:
  1. Minor degradation of performance
  2. Incorrect behaviour with a minor impact on your operations
Real-life example: An example of a P2 incident could be:
  1. Activity fires but the actions are only delivered to a small portion of the segment
  2. SMS unsubscribe link missing from SMS action

P3 - Insignificant Difficulties

Priority 3 is a minor interruption in the service causing little or no loss of service. This category includes cosmetic errors or defects where the impact on your operations is minor. Our goal for priority 3 issues is to provide a workaround and to include a permanent solution in the next platform release.
This could include:
  1. Documentation errors requiring correction or clarification.
  2. Usability issues
  3. Affects a minority of the end-user base
Real-life example: An example of a P3 incident could be:
  1. Lifecycle conversion data not displaying correctly
  2. Improvement suggestion
  3. Unable to add new events to a cloned lifecycle

P4 - Support Request

Priority 4 is a request for support that is directly related to a single end-user or function. This category does not include disturbances or errors in the operation. Our goal is to solve these requests within the next platform release.
This could include:
  1. Reports
  2. Single end-user investigations
  3. General information and questions
Real-life example: An example of a P4 incident could be:
  1. Unable to change user email
  2. Conversion dashboard reports unable to download as PDF or CSV
​

🚀 What Response Time Can I Expect?

You've reported an incident, nice work! Now, what can you expect?
Understandably our response time varies depending on the priority level of the incident. Check the table below for a guide to our SLA:
Priority 1
Priority 1
Priority 2
Priority 2
Priority 3
Priority 3
Priority 4
Priority 4