Bug reporting guide

What to check before you write, how to rate severity and what response times to expect.

Before you submit a report

Check that the issue is reproducible and not a one-off.
Check the release notes or the known issues list to see if the problem has already been identified.
Confirm you are running the latest supported version of Dexero FD.
For interface issues, try clearing your browser cache before you submit a report.

Level	Label	Description	Response time
P1	Critical	Complete outage, data loss or security breach. Immediate action required.	Within hours
P2	High	Major feature broken, no workaround available. Significant user impact.	Same business day
P3	Medium	Feature partially broken, a workaround exists. Moderate impact.	Within 1–2 days
P4	Low	Minor or cosmetic issue, or an improvement suggestion.	Next release

A short, descriptive summary of the issue. "Form submission fails when attachment exceeds 5 MB on Chrome"

Dexero FD instance or URL, operating system, browser version and user role.

A clear, numbered sequence of actions that leads directly to the bug.

Describe what should have happened and what actually happened.

Any visual evidence that helps the team reproduce the issue faster.

Browser console errors (F12), Dexero FD application logs or server logs.

Say whether the issue happens every time, intermittently or only under specific conditions.

Important: do not report bugs through informal channels such as email threads or instant messaging. This can cause delays or lost information.

Acknowledgement: the support team confirms receipt within 1 business day (within hours for P1 and P2).
Triage: the issue is reviewed, reproduced internally and given a priority level.
Investigation: the development team finds the root cause and identifies the fix.
Resolution: the fix is deployed as a patch or hotfix, or included in the next scheduled release.
Verification: we ask you to confirm that the fix resolves the issue in your environment.

Submit one report per bug: don't group several issues in one ticket.
Be factual and concise: don't guess at the cause without technical evidence.
Update the existing ticket if you find more information, rather than opening a new one.
Respect severity levels: over-escalating routine issues can delay the resolution of critical ones.

Tell us what you need. One of our specialists will get back to you to talk it through.