What is a bug?
A bug is an error or flaw in a software program that causes it to behave in an unintended or unexpected way. Bugs can range from minor issues, such as a misspelled word, to major problems that can cause the program to crash or not function properly. Bugs can occur in any part of the Immerse platform including the main Website, the WebApp (for individuals), or the virtual world (both for computer and VR users).
Example: Formatting bug in Homeroom
How do I report a bug?
Notifying our Product Team of a bug or issue causing friction in your learning experience first begins by submitting a ticket to our Support Team so they can investigate further. A ticket is different than an email or direct message, as it allows for you to track the progress of the bug from identification all the way to resolution.
Where do I submit a ticket?
To report a bug or issue within the product, visit the golden Messenger Beacon on the bottom right of our Help Center and select Report a Product Bug / Issue.
What information do I need to include?
All inputs on the ticket form, apart from media, are required in order to fully process the bug and understand your experience. If any fields require more detail, the Support Team will reach back out to you requesting this extra context before the issue can be handed off to the Product Team. Please be thorough in your documentation.
Title: Briefly Categorize the Bug
Ex) Learning Progress Visual Formatting Issue in Homeroom
Description: Provide as much detail as you can about your experience with the bug.
Ex) How is the issue affecting you - what is it preventing you from doing? What did you anticipate happening? What actually happened? Did you notice anything that affected the prevalence of the issue (made it better or worse)?
If multiple platforms or locations are being affected, add those details here as well. Ex) Nature Scene during a Lesson, VR Homeroom, Language Exchange Commons
Platform(s) Affected: What device and platform were you using when you experienced the bug?
Ex) Computer - Google Chrome Browser
Ex) Meta Quest (2, 3, Pro) VR Headset
Location of Bug/Issue: Where can this bug/issue be located or where did it happen?
Class/Event Scene, Public Practice Scene, Practice Activities page (be specific about language, level, unit, and learning objective), etc.
ALL Troubleshooting Attempts: What did you do to try and resolve the issue? Was there a workaround you found?
Ex) I logged out and back in. I closed the app and reopened it. I restarted my headset. I tried using an incognito window. I connected to a VPN. I reset my WIFI router. I tried a different scene. Etc.
Internet Speed Test Results: How is your connectivity?
If you think it could be contributing to the issue, definitely take a speed test and attach a screenshot of the results here for us.
Media of Bug / Issue: Did you capture the bug in action?
Screenshots or recordings of your experience with the bug / issue are incredibly important and help our team to determine what could be the cause in order to provide a solution.
How are Tickets Prioritized?
At our company, we strive to provide the best customer service possible. We understand that when you have an issue, you want it resolved as quickly as possible. That's why we have a system in place to ensure that your tickets are resolved in a timely manner. Priority levels are assigned based on the severity of the issue and the impact it has on our customers. The higher the priority level, the faster the ticket will be resolved.
🚨 P5 - Critical - Widespread Operations Halted
Urgent issues causing (1) complete service unavailability, (2) security breaches or (3) widespread (impacting > 10 users) - rendering the core system functionality or service unusable.
⚠️ P4 - High - Widespread Operations Affected
Significant issues with a "widespread" affect on core system functionality (but workaround can be present).
🔍 P3 - Medium - Non-Critical Issues
Noticeable issues that impact (some or all) user experience but does not halt operations.
💬 P2 - Low - Small or Isolated Issues
Minor inconvenience, does not significantly impact productivity for guides or users
💤 P1 - Trivial - Minimal Impact Issues
Negligible issue that has minimal impact on user experience or productivity
✨ For information on tracking a ticket's progress as it's being worked on, check out this article.
Questions or concerns? Don't hesitate to reach out to our Support Team at [email protected].