Support questions and reporting incidents

This post is to offer more insight into the process of handling support questions and incidents reported by our users.

Ask a question or report on incident
If you have a question for the Ans Support Team or you would like to report an incident, this can be done by sending an email to support@ans.app, or by submitting a report from within the platform. In the top right corner of the platform, click on the question mark and select Ask a question. In the tab Question or Problem, you can enter all of the necessary information. The more information the better. 

When reporting an incident, please fill in the following template: 
Summary:
Steps to reproduce:
Expected results:
Actual results:
Source URL:

Handling support questions reported by our users
After the Ans Support Team have received your question, they will provide you with an answer as soon as possible.

Handling incidents reported by our users
After the Ans Support Team have received your report, they will share the information with the technical team. The Ans Support Team will keep you updated on the status of the issue.

Depending on the complexity of the problem, we aim to fix all issues with every new release. You can read more about our release cycle here.

Small issues can also be fixed in between releases. If the issue is urgent, we will do our best to fix it as quickly as possible or to offer a solution or workaround until the issue is solved.