Story Log Support
Support logging & debug process
When users report a story log discrepancy, the first line of support will be the customer, i.e. the support contact assigned by the account holder. The support team should:
- 2.If the meta and log match, it's likely that the user has not completed the entire story. The user must then be directed to complete the story.
- 1.Check the debug report against the logs in analytics.
- 3.If the device logs match the analytic logs, the user must then be directed to complete the story.
- 4.If the device logs look incorrect or neither of the steps assists with the issue, then go to step 5.
- 5.Go through the story to see if you can replicate the issue. If an issue occurs, submit a debug report from the app and escalate to GitHub with the link, else proceed to step 6.
- 6.Ask the user to redo the story. If issues still occur ask them to resubmit a debug report and escalate to GitHub with a report link.
Top-level support for story logs is reserved for when all previous steps can not solve the issue. The following steps will be carried out from this level:
- 1.Review the debug reports
- 2.Check backend logs to check for issues
- 4.Respond with further steps to either gather more technical information, or by providing resolutions.
The app debug report allows the user to briefly describe their issue.
- 1.The user must submit the debug report from the device where the issue occurred.
- 2.Error logs are captured in the debug report which is used for technical stack tracing.
- 3.Debug reports show library items and story logs which assist in fixing analytic logs.