To give you better visibility into the bug and request resolution process, we have established a system of priorities and estimated resolution times. This will give you a clear idea of when you can expect a bug to be resolved once you've reported it.

Below, we present our priorities and the associated estimated resolution times:

Errors:

Priority	Cases	Estimated resolution time
Urgent	Contract errors. Inability to use the APP (upload contracts, perform searches, create quotes).	Máx 6 hours
High	Errors in information other than rates. Errors in the management of the quote, ocean freight, local charges and inlands, as well as inconsistency in the information generated in the quote. Data synchronization errors via API with other platforms. Inability to access local charges modules, Settings, Clients, Shipments.	24 - 48 hours
Medium	Errors with the structure of the PDF that do not affect the display of the content of the quote. Interface errors that do not affect the usability of the platform. Slow processes (that do not prevent the final work). Errors in general in secondary modules with minor impact on the user experience.	1 Week
Low	Visual aspects of the system that do not interfere with its use (writing errors, misalignment of aspects of the system)	10 Days

Requests:

Priority	Cases	Estimated resolution time
High	Update of Local charges. Add/Adjust Ports and Shipping Companies. Location management.	24 Hours
High	Doubts about contracts or about the APP	Máx 5 Hours
Medium	Loading of local charges. TT charging.	36 Hours
Low	Any other additional request that does not interfere with the operation of the APP.	48 hours

It is important to keep in mind that the error resolution time starts counting from the moment we manage to replicate the incident and inform you that we are going to work on the error. It is also important to highlight that these times are estimates and may vary depending on the complexity of the error/request. We will do our best to resolve errors in the shortest time possible and keep you informed of the progress.

We recommend that when reporting a bug or creating a request, you provide as much detail as possible so that we can properly assess its priority and allocate a resolution time accordingly. Our support team will always be at your disposal to help you and resolve any problems you may encounter.

We appreciate your understanding as we work to solve errors and requests. We value your trust in our services and strive to provide you with the best experience possible.

If you have any additional questions or need assistance, do not hesitate to contact our support team through the chat in the App or our email support@cargofive.com. We are always happy to help you. 😊

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Creating and editing a quote

How to create a local charge

Q&A: Contract Import

Estimated incident resolution times

Errors:

Requests: