MagicPod Support classifies inquiries into four levels (Outage, High, Medium, Low) based on their severity and responds accordingly. When submitting an inquiry, please specify the severity level based on the following criteria. Note that the severity level will be assessed by MagicPod Support based on the information provided, so even if "Outage" is specified, it may not always be treated as the highest priority. Please understand this in advance.
Severity Level: Outage
The following cases will be handled as Severity Level: Outage:
- When almost all users cannot perform MagicPod's core functions*
- When issues cause serious impacts from a security perspective
- Loss of important data such as test cases
*Core functions include: test execution, creating/editing test cases, UI uploads, displaying test execution results, using cloud browsers/devices, and connecting to MagicPodDesktop/MagicPodConnect.
Here are specific examples:
- All users cannot execute tests
- All users cannot create or edit test cases
- All users cannot capture UIs
- All users cannot access MagicPod
- All users cannot use cloud browsers/devices
- All users cannot connect to MagicPodDesktop/MagicPodConnect
- Important data such as test cases are unintentionally lost
Severity Level: High
Problems related to MagicPod's core functions that occur for some users will be handled as Severity Level: High. Here are specific examples:
- Most tests cannot be executed
- Most UIs cannot be captured
- Tests have started failing after a new version release of MagicPod
- Problems related to MagicPod's performance are occurring
Severity Level: Medium
Issues that do not fall under "Outage" or "High" but still affect the use of MagicPod will be handled as Severity Level: Medium. Here are specific examples:
- Tests cannot be executed under specific conditions
- Specific tests occasionally fail
- Issues related to newly implemented features in MagicPod
- Inquiries about feature requests or usage guidance
Severity Level: Low
Issues that do not involve core MagicPod functions, temporary issues, or cases where improvements are difficult from our side, will be handled as Severity Level: Low. Here are specific examples:
- Tests occasionally fail but can be bypassed using features like "Retry for failed tests"
- Issues with areas unrelated to MagicPod's core functions (e.g., design glitches)
- Issues occurring in applications that do not comply with general development standards (e.g., web standards)
- Repeated inquiries about issues for which workarounds have already been provided
- Inquiries regarding usage methods not recommended by MagicPod
- Inquiries about unsupported content