●S02 · What to send
What helps us help you.
FRAME · 01
What you’re using
Which product, and the version if you can find it. (On mobile: Settings → About, usually.)
FRAME · 02
What happened
What you did, what you expected, what you got instead, and roughly when it started going wrong.
FRAME · 03
Something we can reproduce
Screenshots, a short screen recording, logs, or the exact steps that get it to break.
FRAME · 04
Where it’s running
Device, OS, and anything network-shaped that might matter, especially if you’re on a spotty connection.
●S03 · Service-level targets
Response targets.
Tier · P0
< 2h
Down
Production offline or data at risk. We stop what we’re doing.
Tier · P1
< 8h
Broken
A major feature doesn’t work and there’s no workaround.
Tier · P2
< 24h
Normal
Bugs, regressions, questions about how something’s meant to work.
Tier · P3
< 5d
Later
Nice-to-haves, small tweaks, “when you have a sec” stuff.