Please enter the details of your request. Please provide accurate steps to reproduce the issue. Any additional logs/ analytical information will be helpful.
Please enter name of the organisation you belong to or the customer for whom you are creating this ticket.
If you are using the Kore.ai cloud platform/SaaS, see the version on the landing page -> Help, else, please provide the specific platform version you are using. (Example - '6.2.3' or '6.3 + Hot-fix 2' etc.)
Write NA if you are not sure Or not applicable. This is different from the platform version.
Is this on-premise installation for your enterprise? If you are hosting Kore bot OR messaging platform on your on-premise infrastructure, please select yes
Select PROD/NON-PROD. BOTS is for chat-bot platform and messaging is for KORE Messenger
************ S1 (Critical): A “Critical” or “Severity 1” Error renders the Platform/Bot Support completely unusable or nearly unusable or introduces a high degree of operational risk. No Workaround is available. Until this Error is resolved, the Platform’s/Bot Support’ use is essentially halted. A large number of users and/or core Platform/Bot Support functionality is severely impacted. Any Error which is faced in course of the usage of any functionality reserved or restricted for Administrator/Bot Developer shall be excluded from the aforementioned definition. ************ S2 (High): A “High” or “Severity 2” Error renders one or more critical functionalities of the Platform/Bot are unavailable; however, the overall performance of the Platform/Bot Support is not impacted. Workarounds may be available but use of the Platform/Bot Support is degraded and causes continuing operational risk. A moderate number of users are significantly impacted, but overall the Platform/Bot Support continues to function. ************ S3 (Medium): A “Medium” or “Severity 3” Error is an inconvenience or causes inconsistent behavior, which does not impede the normal functioning of the Platform/Bot. It could be an Error that occurs inconsistently and affects nonessential functions or is an inconvenience which impacts a small number of users. It may also contain visual errors where the graphical display of the Platform/Bot is not ideal, but still functioning correctly. ************ S4 (Low): A “Low” or “Severity 4” Error has a small degree of significance, or is a minor cosmetic issue, or is a “one off” case. A “one off” case occurs when the Error occurs infrequently and cannot be reproduced easily. These are Errors that do not impact the daily use of the Platform/Bot. A Low Error is something does not affect normal use, and can be accepted for a period of time, but user would eventually want changed.
How urgent is this ticket for you. We will try our best to prioritise.
Please use the checklist below to ensure required details are provided to enable faster debugging and analysis
If you have an internal ticket tracking ID, you may enter it here.
Please select all the time-zones in which Kore support can have work-session with you or your development team.
The bot ID for which you are submitting this request. This is important for eCommerce users to mention the bot id.
Bot Name for which you are submitting this request. Important for eCommerce users to mention.
