Scope of support
This document outlines the scope of support provided by Appbrew
Support covers
Development and production issues.
Informational and implementation questions about the product and its features
Troubleshooting operational problems.
Support channel
Email: support@appbrew.tech
For enterprise customers: Slack
Blocker (P1)
Any functional issue that is blocking the user from placing an order on the app.
User not able to view products
User not able to add to the cart
Checkout not opening
Search not working
The resolution may either be a workaround solution or a permanent fix within 24 hours. If a workaround solution has been provided within 24 hours as above, a permanent fix shall be provided within the next 48 hours.
Critical (P2)
Functional Issues that impact the following user flows:
User login
Address management
Sorting and filtering
Wishlist
Order tracking
Returns
Using discounts
App deep linking
Deep links not working
Push notifications not working
Unexpected behavior of discounts
User is not able to log in
Resolution can take up to 4 working days depending on the complexity of the solution.
Major (P3)
Issues related to third-party integrations and custom-developed modules that have little to no meaningful business impact. Data discrepancies and Visual issues
Push impressions not reflected in CRM
App design changes
Resolution can take up to 14 working days. If an app update is required, the fix will be included in the next app release following the 14-day resolution period.
In case an app update is required to fix the issue, the resolution time will not include the app approval time on the App/Play Store.
Release cycle
This table summarizes our release cycle
Reserved Release Days on 2nd and 4th tuesday
- Fixes for issues categorized as P3 will be released on the next reserved day for release. - New features
Issue Fixing Prioritization
Fixes for issues categorized as P1 and P2 will be released on a priority basis.
Automatic Updates every 2 months
An automatic update will be pushed to ensure users receive the latest enhancements to the product.
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