Issue Reporting

Users encountering issues while using Penverse can report them through a structured process to ensure timely resolution. Issues can be submitted via the Penverse homepage, the support portal, or the developer dashboard. This document outlines the steps for issue submission, issue types, severity levels, and resolution processes.

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1. Issue Reporting Process

1.1 Issue Reporting Channels

Issues can be reported through multiple channels, depending on their nature:

• Penverse Bug Tracker – Submit and track bugs.

• Bug Report Page – Directly report issues affecting platform functionality.

• GitHub Issues – Report SDK-related technical bugs in the GitHub repository.

• Discord Community – Informally discuss and report issues under the #issues channel.

• Penverse DAO Portal – Submit and vote on feature requests through DAO governance.

• Support Email – Send direct bug reports and feature suggestions to support@penverse.ai

1.2 Steps to Submit an Issue (Based on Reporting Channels)

1. Choose the appropriate reporting channel:

   • Penverse Bug Tracker – Log in and submit detailed bug reports with tracking.

   • Bug Report Page – Fill out the issue form available on the website.

   • GitHub Issues – Create a new issue in the SDK repository for development-related bugs.

   • Discord Community – Post in the #issues channel for informal discussions and quick resolutions.

   • Penverse DAO Portal – Submit and vote on feature requests that impact governance.

   • Support Email – Send reports directly to [e-mail] for personalized assistance.

2. Specify the issue type (Bug, Feature Request, API Failure, UI Issue, Security Concern, etc.) based on the channel used:

   • GitHub Issues – Focus on SDK/API-related technical bugs.

   • DAO Portal – Governance-related features and enhancements.

   • Bug Tracker & Report Page – UI, API, and performance-related issues.

   • Discord & Email – General troubleshooting, quick discussions.

3. Provide detailed information:

   • Steps to reproduce the issue.

   • Expected vs. actual behavior.

   • Relevant logs, screenshots, or console errors (if applicable).

4. Attach relevant files/screenshots/logs (if applicable).

5. Set the severity level (Critical, High, Medium, Low).

6. Submit and track the issue:

   • Bug Tracker & GitHub – Get updates and track progress via issue IDs.

   • Discord – Engage with the community and check responses from developers.

   • Support Email – Receive email notifications on resolutions.

   • DAO Portal – Monitor governance discussions on feature requests.

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2. Issue Types & Severity Levels

Issues are categorized based on their impact on users and system functionality.

2.1 Issue Types

Issue Type	Description
Bug	Functional errors or unexpected behaviors.
Feature Request	Suggestions for new functionalities.
API Failure	Issues related to API responses or errors.
UI Issue	Problems with user interface elements or layout.
Security Concern	Potential vulnerabilities or security loopholes.
Performance Issue	Slow system response, lag, or crashes.

2.2 Severity Levels

Severity	Impact	Response Time
Critical	System-wide outage, security risk	Immediate (24h)
High	Major functionality broken, API down	1-2 business days
Medium	Minor functionality issues, UI bugs	3-5 business days
Low	General feedback, small UI fixes	As scheduled

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3. Issue Tracking & Resolution

3.1 Issue Tracking

• Users receive an issue ID upon submission for tracking purposes.

• Automated notifications provide updates on progress.

• Developers and users can comment on issues for additional details.

3.2 Resolution Workflow

1. Issue is received and categorized based on severity and type.

2. Penverse support team reviews the report and assigns it to the relevant team.

3. Investigation and debugging are performed.

4. Issue is resolved and tested internally.

5. User receives resolution confirmation or follow-up instructions.

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4. Reporting an Issue from the Homepage

• Users can directly submit issues from the homepage via the “Report an Issue” button.

• A pop-up form allows quick submission without navigating to the support portal.

• Non-logged-in users can submit issues with an email address for tracking.

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5. Additional Support Channels

For further assistance, users can utilize the following channels:

• Penverse Bug Tracker – Track and manage submitted issues.

• GitHub Issues – Report SDK-related bugs in the repository.

• Penverse DAO Portal – Participate in governance-based feature requests.

• Support Email: support@penverse.ai
• Discord Community: Engage in discussions under the #issues channel.

For further details, visit Penverse Support.