Reporting an issue

If Della did something you did not expect, whether that is the wrong tone, wrong information, a dead phone line, or a question about your bill, here is how to tell us.

Three ways to report an issue

1. In the workspace. Click "Report an issue" in the top right of any workspace page, or press ⌘+/ from anywhere. A panel opens. Describe what happened, pick a severity, and send. The report picks up the page you were on, the last ten things Della did, recent errors with personal details stripped out, and the current state of your pause switches and phone line.

1. Email support@hellodella.com. It reaches the same place. It just arrives without the automatic context. If you reply to a support email we already sent you, that reply lands in the same place too.

1. Founding-10 salons only. You have Nate's cell. Text or call.

Severity tiers

You pick the severity. If your description mentions the phone line or sounds urgent, the system may raise it to critical on its own. That is deliberate.

• Critical. Voice line down, payment failed, data lost, security incident. Pages the on-call phone 24/7.
• High. Something broke, Della's replies got worse, a billing question. Answered within 4 hours during business hours.
• Medium. Confusing screen, settings question, small quality problem. Answered within 1 business day.
• Low. Feature request, nice to have. No promised time, but we do get to them.

Response times

The exact times depend on which group you are in. Founding-10 salons get the times below. Salons that joined later get a slightly longer version. The times you signed for are in your service agreement.

Founding-10 response times:

• Critical: first reply within 1 hour, fixed within 4 hours, 24/7.
• High: first reply within 4 hours, fixed within 1 business day, business hours.
• Medium: first reply within 1 business day, fixed within 3 business days.
• Low: best effort, no commitment.

What happens after you send

Within 60 seconds:

• You get an email confirming your ticket number and the time we owe you.
• If the ticket is critical, the on-call phone is paged by text in the same minute.
• The ticket is written into the record on your Trust page, so you can follow every step of it.

Inside the promised window, you get a reply from a person. You can answer from the same email thread or from the workspace.

What gets captured

Before anything is stored, the report picks up:

• The page you were on, and its address.
• Your role, and whether you were previewing the workspace as someone else.
• The last ten things Della did, with personal details hidden.
• Your device, screen size, time zone and language.
• The last 50 technical errors from the page, with personal details stripped as they were captured, so the raw text never reaches us at all.
• Which channels are paused.
• Whether the phone line is healthy.

What is not captured: a picture of your screen. There is a box in the report form that adds one, and it applies to that one report only.

What we won't ask for

We will never ask for your password, your Square login, your card details, or anything from a client's record beyond what you chose to put in the description. If we need more, we ask in the ticket thread, and the answer becomes part of the trail you can read.

If you are unsure how we would handle a particular situation, ask in the ticket. We would rather over-explain than leave you guessing.