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Overview
This guide will help you know where and how to report content issues to our support team. For us to be able to understand the issue and explain the necessary work that needs to be done we need certain information in the service desks tickets.
What is a content issue?
We define a fire when the user is not able to perform purchases or has issues with customer personal information. A fire blocks the whole experience from multiple restaurants.
RBI makes use of Opsgenie and has an internal escalation procedure for fires that involve having dedicated people on shift 24/7, i.e. for any given date, on a rotational basis, there are always Product and Development people who will be called to work on the designated fire - this is valid for any time of the day or week, even if the dedicated people are not working or sleeping. Thus this priority level must be used with prudence.
Who reports content issues?
RBI’s QA (Quality Assurance) digital team
Where to report a content issue?
Please report them in the service desk found in this link (https://rbictg.atlassian.net/servicedesk/customer/portal/21) so we can track all the issues in a consistent matter.
How to report content issues?
Please follow the next steps to add all information to bug ticket
Raise this request on behalf of*: select your project manager from RBI. In this case ffernades@rbi.com.
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