Using the Portal

There are two types of requests you can submit and view: Report and View an Issue & Report and View a Change Request

Reporting an Issue

1. Navigate to Portal and select Report a Bug
2. Fill in the form’s fields using the following guidelines:
   1. Issue Summary: Quick summary of the issue experienced, please include the platform impacted (Website, iOS Client Mobile App, Foxtrot, etc.) and be specific as possible
   2. Issue Details & Steps to Reproduce: Detailed summary of the issue experience. Please include a detailed summary of the issue including specific orders, variants, users, etc., steps to reproduce the issue, the impact of the issue, and any other relevant information for the Spresso team to be able to investigate without needing to reach out for more details.
   3. Platform Impacted: Select all platforms that this issue is impacting
   4. Impact: Select an issue severity based on the following definitions:
      1. P0 - Critical: Severe problems resulting in a complete work stoppage or lack of access for a majority of Authorized Users. No alternatives or work-around identified and work/access cannot continue.
      2. P1 - Major: Critical issue that interferes with a major function of the Licensed Platform or causes major usability concerns with respect to the Licensed Platform or related Services.
      3. P2 - Moderate: Material issue which interferes with a minor function of the Licensed Platform, but an acceptable workaround is in place.
      4. P3 - Minor: Cosmetic issues such as typographical errors, misaligned text, or incorrect images.
   5. Attached Screenshots (optional): Please include screenshots of the affected flows and platform if applicable or any relevant attachments to help the Spresso team investigate
   6. Share with: This will default to your organization to allow all users to see open issues. Please do not change this value to avoid duplicate issues being reported.
3. Once the form is filled in, click on Send
4. You will receive an email confirmation that the issue has been submitted

Viewing and Updating Issue Reported

1. Navigate to the portal
2. Click on Requests in the top right corner
3. You can select one of the following:
   1. Created by me: Only issues that you have reported
   2. Your Organization: All issues reported by your organization
   3. All: This will show the same as your organization
4. Select the issue you’d like to check on
5. You can add comments, review comments left by the Spresso team, and review the current status. Please note: You will receive email updates for any comments or status changes on the issues you reported

Submitting a Change Request

1. Navigate to Portal and select Submit a Change Request
2. Fill in the form’s fields using the following guidelines:
   1. Request Summary: Brief overview of the requested support, feature enhancement, or maintenance needed
   2. Detailed Description: Detailed overview the requested support including the background and reason for the change, any 3rd party integrations, and the intended business outcomes for this change.
   3. Request Type: Select one of the following options:
      1. Non-Tech: Consultation from the Spresso team on e-commerce business improvements, best practices, or identifying solutions for operational issues.
      2. Run the Business: Maintenance support
      3. New Feature: Building of new capabilities, enhancements to existing functionality, new integrations with 3rd parties
   4. Relevant Attachments (optional): Please provide anything that would help the Spresso team scope and size the work requested including 3rd party documentation, business cases, or relevant metrics
3. Once the form is filled in, click on Send
4. You will receive an email confirmation that the issue has been submitted

Viewing and Updating Issues Reported & Submitted Change Requests

1. Navigate to the portal
2. Click on Requests in the top right corner
3. You can select one of the following:
   1. Created by me: Only issues that you have reported
   2. Your Organization: All issues reported by your organization
   3. All: Same as your organization
4. Select the issue you’d like to check on
5. You can add comments, review comments left by the Spresso team, and review the current status. Please note: You will receive email updates for any comments or status changes on the issues you reported