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Incident Checklist: Reporting Issues Clearly

When reporting a problem to support, providing concrete details upfront cuts investigation time from hours to minutes.

Follow this checklist before submitting an issue in your Telegram support group or via email.

The 5 Key Data Points to Provide​

When sending an incident report, include the following 5 pieces of information:

1. Exact Page URL:
   Example: https://mycompany.com/book-appointment

2. Date & Time of Occurrence:
   Example: 10 Nov 2026, 14:15 CET

3. Who is Affected?
   Example: All visitors / only mobile users / only one client

4. Step-by-Step Reproduction:
   Step 1: Open /book-appointment
   Step 2: Choose 14:00 slot
   Step 3: Click "Confirm" -> Red banner says "Server busy"

5. Device & Browser:
   Example: iPhone 14 Pro, Safari (iOS 17.4)

Clean Screenshots: Do's and Don'ts​

Screenshots or short screen recordings (Loom, phone video) are extremely helpful, but must follow privacy safety:

✅ What to Include:​

  • Full browser address bar showing the exact URL.
  • The entire error notification or unexpected visual glitch.
  • Any error code or status banner displayed on the screen.

❌ What to Redact / Exclude:​

  • Customer payment card numbers, bank account IBANs, or CVV codes.
  • Passwords or master security tokens.
  • Private personal ID documents (passports, national IDs).

Quick Self-Checks Before Reporting​

Before escalating a report, please verify these two rapid checks:

  1. Test in Private/Incognito Mode: Does the problem still reproduce in a private window? If not, the issue is caused by a local browser cache or conflicting browser extension.
  2. Test on a Second Device: Does the problem occur on a smartphone over mobile data as well as on office Wi-Fi? This rules out local office network restrictions.

How We Process Your Report​

  1. Immediate Acknowledgment: Your PM logs the ticket and assigns an engineer.
  2. Root Cause Analysis: The engineer inspects application logs and reproduces the behavior in a test environment.
  3. Hotfix & Deployment: A fix is validated and rolled out without disrupting live traffic.
  4. Resolution Notice: We notify you in the Telegram chat with a summary of what occurred and confirmation of the fix.