SOP — Bug or support reporting

Purpose: provide actionable, secure information for questions, bugs, data issues, and requests.

Field	Standard
Trigger	User sees unexpected behavior, needs guidance, finds data issue, or proposes improvement.
Responsible role	Reporting staff member; designated support triage owner.
Required information	Page, safe record reference, action attempted, expected/actual result, impact, time, priority.
Steps in platform	Select Send Feedback; choose type/priority; enter reproducible safe description; submit; follow approved escalation path.
Expected status changes	Feedback is saved; optional notification may queue for manual Email Center processing.
Required documents	Redacted screenshot only when safe.
Financial checks	Stop and verify before repeating financial action.
Follow-up deadline	Urgent access/financial risk immediately; otherwise per approved support expectation.
Escalation conditions	Unauthorized access, data exposure, unavailable production, potential financial harm.
Completion criteria	Issue is acknowledged, classified, and resolved/closed with needed documentation update.
Audit/accountability evidence	Feedback record and any resolution reference.
Common mistakes	Including secrets/customer documents; assuming feedback sends immediate email.

Media: Screenshot, checklist.