Is the platform down for users right now? Don't start here. Post in the
Production Support channel in Roam first so the on-call engineer sees it immediately, then come back and file this so it gets tracked.
Hey, welcome to our issue form. We use this form as the entry-point for all production support issues (broken things our team or users experience while using our platform). We provide this list of questions to help you think through all of the pieces of information that might help our team solve the problem.
Once you've submitted your issue you should expect to see our team to view and assess it within one business day (we do so on our daily morning call). Just because we have looked at it doesn't mean it is ready to be worked, that we intend to work on it, or that it will be complete in any period of time. However, we will try to get back to you about the state of the issue (including if we have further questions) within two business days.
If we request more information it will most likely be in the
Production Support channel in Roam. The quicker you are to respond, the more likely we will be able to solve the problem in an immediate fashion.