Category: Bug Reporting and Escalation

DecenTrialz is committed to timely technical support. Here are our standard response windows:

Severity Level	Example Scenario	Initial Response Time	Expected Resolution
Critical (Platform down)	Website not loading, login blocked	Within 2 hours	12–24 hours
High (User blocked)	Cannot complete pre-screening	Within 4 hours	24–48 hours
Medium (Bug affecting UX)	Button not working, UI glitch	Within 12 hours	2–3 business days
Low (Cosmetic issues)	Minor typos, color issues	Within 24 hours	3–5 business days

Key Note:
These timelines apply during business hours (9:00 AM–6:00 PM EST, Monday to Friday). Reports submitted over weekends or holidays may experience slight delays.

If your reported issue remains unresolved or is urgent (e.g., blocking trial access, preventing pre-screening submission), you may request escalation.

Escalation process

1. Submit a standard bug report as outlined above
2. Mention the issue severity (e.g., “URGENT: Blocking login”) in the subject line
3. If no resolution is provided within 48 hours, your case will automatically be escalated to a senior technical team member

You will receive:

• An acknowledgment email with a ticket number
• A direct point of contact from the support team for further updates

Key Note:
Escalation does not guarantee an immediate fix but ensures faster prioritization within our internal support queue.

If you experience a technical issue while using the DecenTrialz platform (e.g., broken pages, buttons not responding, profile not updating), you can report it through the following steps:

Steps to report a bug

1. Visit email us directly at support@decentrialz.com
2. Include the following details:
   • A brief description of the issue
   • Your browser name and version
   • Device type (e.g., Android phone, Windows laptop)
   • Date and time the issue occurred
   • Screenshots or screen recordings, if possible

Key Note:
The more details you provide, the faster our technical team can replicate and resolve the issue.