Legal, SLA & SupportSupport
How to Report an Issue
Steps for reporting an issue and the escalation process
This guide describes how to report an issue and how escalation works.
Reporting steps
- Check the status of the platform — Status and History
- Consult the documentation — many questions are covered in the User Guides
- Send a request by email to suport@ssm.ro with the relevant details
- Follow up on the support team's response
Information to include
| Field | Example |
|---|---|
| Organization / subdomain | companie.appssm.ro |
| Issue type | Signing error, access, document generation, etc. |
| Steps to reproduce | What you did before the issue occurred |
| Error message | The exact text or a screenshot |
| Impact | How many users are affected, whether it blocks activity |
Severity classification
| Severity | Description |
|---|---|
| Critical | Platform unavailable or unable to sign for all users |
| Major | Important functionality affected, no workaround |
| Minor | Isolated issue, with a workaround available |
Escalation
If a reported issue is not resolved in a timely manner or if the severity increases:
- Request escalation, mentioning the original ticket number/request
- Critical issues are handled as a priority by the technical team, in accordance with the Incident Response Procedure
- For data protection matters, escalation can be directed to the DPO
Enterprise Model (Dedicated)
Response and resolution times, as well as the dedicated escalation path, are established contractually for Enterprise customers.