App & Device Troubleshooting - What do Zaptic need to know to best assist?

Zaptic App Troubleshooting & Escalation Process Flow

1. Issue Found by Team Member
2. Issue Escalated to Super User(s)
3. Super User Troubleshooting

Collect Information about the problem:
How often the problem happens?
Is this impeding ability to work?
Is this a single user or multiple?
Can you re-create the issue?

App Initial Troubleshooting:
Does the device have proper connection?
Does the device show it is synced?
Does the problem resolve itself by logging out & back in?
Is the device version up-to-date?

4. Escalate Issue to Zaptic with:

User Experiencing Problem
Time of Problem & Detailed Description
Troubleshooting Steps Taken
- If in Hypercare, send an email to your Implementation Consultant & Manager.
- If you are out of Hypercare, send an email to support@zaptic.com

Information to include in your email:

Zaptic Server
Procedure name
Task/Workflow name
Device type
App Version (found in Settings)
Does this happen on Wifi, your network, or both?
Description of issue