Dev Support Process

Developer Support Availability

Developer support will be available at the following times:

  • Alec: Wednesdays, 9:00 AM – 5:00 PM CT

  • Jason: Mondays, 9:00 AM – 5:00 PM CT

Steps to Submit and Resolve a Support Request

  1. Send a request to Caroline on Slack describing the issue.

  2. Once approved, the Customer Service requester creates a GitHub issue in the specify-development repo and adds it to the current milestone. (The pr might be done in one of the other repo, i.e: web-asset-server, linked to the root issue).

  3. Customer Service requester adds the issue to the Asana project Dev Support (Specify: assignee, due date, GitHub link).

  4. The assigned developer will:

    • Handle the request on their support day.

    • Provide a brief summary of how the issue was resolved.

    • Ensure that no user-identifiable information is disclosed.

  5. Only the Customer Service requester may close the issue once it is confirmed as resolved.

Request Prioritization

Requests will be prioritized based on:

  • Severity and urgency of the issue

  • Client’s subscription level

  • Whether the issue is caused by our system

  • Impact on the user’s ability to work in Specify

  • Frequency of use of the affected functionality

Users will be informed of the expected week their issue will be addressed, with the understanding that it may be delayed by one week if necessary.

Note

If the issue is determined to be caused by our system or a recent update, it will be addressed immediately, regardless of the developer support schedule.