Support process
Designated customer personnel can send support requests and bugs to Quantfolio. This process is used for all sort of trouble you experience in Deep Alpha. Itโs not a 1.line support for all the advisors, but after your experts have investigated the problem and canโt find out the reason for the issue, the persons who has been assigned to internal support can use the link below to describe your problem. Please define whoโs going to have that spesific support role on your side. You get an instant respons that we have received your request for help. Quantfolioโs Delivery Team will handle the case and make sure that we solve the problem, or report it as a bug to be fixed, if that is the case. You will be notified when problem is solved, or bug is reported and best effort estimate of timeline for bugfix. We will also notify you when bugs are fixed.
- Customer - Submit the โSupport request Formโ (linked below)
- Quantfolio - Send instant respons that request is received
- Quantfolio - Investigate the problem
- Quantfolio - Solve the problem and give feedback that issue is fixed
- Customer - Confirm that problem is solved
- Quantfolio - If itโs a bug - Jira task is created and is put in bugfix que
- Quantfolio - Give feedback on timeline for fix - dependig on critical/not critical
- Quantfolio - Give feedback that bug has been fixed
