Accessing Service Desk & Resolution Policies

Audience: All Users (Store Owners, Lenders, Admins)

Topic: Support, Troubleshooting & Service Policies

Overview

When you encounter a technical issue, the Jira Service Desk is your direct line to our team.

To ensure the fastest possible resolution, we follow a structured protocol for receiving, classifying, and resolving every ticket. This guide outlines how to submit a request and explains how our team prioritizes your issues.

1. Accessing the Service Desk

Support requests are handled in a dedicated portal separate from your main PayPlan Admin account.

Login Here:

https://businesswarrior.atlassian.net/servicedesk/customer/portal/5

2. How to Submit a Request

Step 1: Log In: https://businesswarrior.atlassian.net/servicedesk/customer/portals

Step 2: Select a Request Type

Choose the category that best fits your issue:

• Report a Bug: Something is broken or not functioning as designed.

• Technical Support: You need help configuring a feature or have a usage question.

• Feature Request: You would like to suggest new functionality or a change to the design.

• Data & Reporting Request: You would like to have enhancements or request a new type of report

Step 3: Describe the Issue

The more detail you provide, the faster we can help.

• Summary: A short headline (e.g., "Error message when creating Invoice").

• Description: A detailed explanation of the steps you took before the issue occurred.

• Critical Details: Always include your Tenant Name, Application ID (if applicable), and your Browser/Device.

• Screenshots: Upload an image of the error message or behavior whenever possible.

Step 4: Submit

Click Send. You will immediately receive an email confirmation with your Ticket ID.

Writing a Great Ticket (So We Can Fix It Faster)

A generic ticket takes longer to investigate. A specific ticket allows us to identify the root cause immediately.

3. Issue Classification & Resolution Policy

Once a ticket is received, our team reviews and classifies it as either a Bug or a Feature Request. This classification determines the priority and resolution timeline.

Category A: Bugs

Definition: A malfunction where the system is not performing according to its agreed-upon specifications and operational design.

• Examples: A "Submit" button returns an error message; a calculation is mathematically incorrect; a report fails to download.

• Resolution: These issues are our highest priority. They are managed and resolved according to the Service Level Agreement (SLA) defined in your contract. We will provide regular updates via the portal until the fix is deployed.

Category B: Feature Requests

Definition: A suggestion for new functionality, an enhancement to existing workflows, or a change to the product's design beyond its current scope.

• Examples: "I want a new column in this report," "I want to change the color of the borrower portal," or "I want an email alert when a user logs in."

• Resolution: Feature requests are outside the scope of the SLA. These requests take time to design, scope, and build.

  • Process: Your request is gathered and reviewed by your Implementation Manager.

  • Next Steps: We will schedule a discussion with you to present options, feasibility, and estimated timelines if the request requires custom development.

Note: Sometimes a user reports an issue as a "Bug" because it doesn't work the way they imagined. If the system is functioning exactly as designed, but you need it to function differently, we will re-classify this as a Feature Request.

4. Requesting a report or report changes

Requirement: Minimum subscription of PayPlan PRO Plan.

To ensure transparency, we have a defined process for handling custom data and reporting requests.

Phase 1: Intake & Acknowledgment

• Action: Submit your request via the Service Desk (select "Reporting").

• SLA: We will acknowledge receipt within 1 business day (24 hours).

Phase 2: Assessment & Estimation

Our team will review the data complexity (e.g., are new queries or joins needed?) and the volume of data required.

• SLA: Within 2–5 business days of acknowledgment, we will provide:

  • A complexity rating (Simple, Moderate, or Complex).

  • An estimated completion timeline.

  • Estimated pricing (if applicable).

Phase 3: Completion & Delivery

Timelines vary based on the complexity of the data work required:

Revisions:

Minor revisions are typically completed within 1–2 business days. Significant changes to the requirements may require a re-assessment.

5. Tracking Your Status

You do not need to email us to check on a ticket. You can view real-time status updates directly in the portal. For detailed step-by-step, see our ticket guide.

1. Log back into the Service Desk.

2. Click "Requests" in the top right corner.

3. You will see a list of all your open and closed tickets, along with the latest comments from our team.