I've reported an issue to Elucidat Support. What happens next?

At Elucidat, we are continually developing our software, and are regularly pushing out releases. While we have a rigorous quality assurance process, occasionally there are small issues that arise out of this as an unintentional consequence that cannot be picked up as part of this process.

As our customers all create very different styles of learning and have multiple different use cases for the way they use our software, we’re not always able to explore all the different ways that Elucidat can be used.

With this in mind, we always appreciate receiving feedback on how the tool is working for you and whether there are any bugs you’re experiencing when using Elucidat for your specific use case.

Not only will your feedback help us continually develop Elucidat, but submitting these queries to our Support Team will allow them to help you find either a workaround or push this through to our product team for review.


What happens after you’ve submitted your feedback?

Once your query has been submitted to Support, they will investigate to see if there has been any user error or if there are any article recommendations that may resolve your query.

If there is a considerable barrier for you or your learners, and our Support team are unable to resolve your query (and where there is no alternative way of using Elucidat) the team would then prioritise the issue through maintenance.

If there is an alternative approach or workaround, depending on the wider impact of the required fix, we may still progress the initial query through maintenance. Queries with known workarounds will be treated as less of a priority during these meetings. If your submitted query moves through to the maintenance queue a member of the Customer Success or Support teams will reach out with any relevant updates.


Note: Our teams meet regularly to discuss our maintenance and priority issues, and we have a regular development allowance to resolve these. With this in mind, we do reprioritise these issues regularly and therefore cannot commit to any time frames regarding when your bug feedback will be resolved by our development team.

If you reach out directly to our team regarding timeframes or your reported issues, they'll be able to confirm that the feedback has been logged, but they won't have any additional information or provide an estimate for when your item will be reviewed/released unless they have specified otherwise.


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