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Reporting Issues

This document describes how to report bugs, errors, security vulnerabilities, and feature requests for QNSP Cloud services.

Reporting Issues

This document describes how to report bugs, errors, security vulnerabilities, and feature requests for QNSP Cloud services.

Report Types

Type Channel Response
Security Vulnerability qnsp-security@cuilabs.io See Vulnerability Disclosure
Service Outage Status Page + Support Portal Per Support Policy
Bug Report Support Portal or GitHub Acknowledged within 48 hours
Feature Request Support Portal or GitHub Reviewed monthly
Documentation Issue GitHub or contact@cuilabs.io Acknowledged within 72 hours

Security Vulnerabilities

DO NOT report security vulnerabilities through public channels.

Contact: qnsp-security@cuilabs.io

See our Vulnerability Disclosure Policy for:

  • Responsible disclosure guidelines
  • Safe harbor provisions
  • Response timeline commitments

Bug Reports

How to Report

  1. Support Portal (recommended for customers):

    https://cloud.qnsp.cuilabs.io/support

  2. GitHub Issues (for SDK/client bugs):

    https://github.com/cuilabs/qnsp-public/issues

What to Include

A complete bug report should include:

Field Description Required
Summary Brief description of the issue Yes
Environment Production, staging, or development Yes
Tenant ID Your QNSP tenant identifier Yes
Service Affected service (KMS, Vault, Storage, etc.) Yes
Steps to Reproduce Detailed steps to replicate the issue Yes
Expected Behavior What you expected to happen Yes
Actual Behavior What actually happened Yes
Request IDs From API error responses (X-Request-ID header) If available
Error Messages Full error text or codes If available
Logs/Screenshots Relevant evidence (redact sensitive data) If available
SDK Version If using QNSP SDKs If applicable
Workaround Any workaround you've found If known

Bug Report Template

## Summary
[Brief description]

## Environment
- [ ] Production
- [ ] Staging
- [ ] Development

## Tenant ID
[Your tenant ID - do NOT include API keys or secrets]

## Affected Service
[e.g., KMS, Vault, Storage, Search, Auth]

## Steps to Reproduce
1. 
2. 
3. 

## Expected Behavior
[What should happen]

## Actual Behavior
[What actually happens]

## Request IDs
[From X-Request-ID response header]

## Error Messages

[Paste error messages here]


## SDK Version (if applicable)
[e.g., @qnsp/vault-sdk@1.2.3]

## Additional Context
[Any other relevant information]

Service Outages

Check Status First

Before reporting, check the status page:

https://qnsp.cuilabs.io#overview

If Service is Degraded

  1. The status page will show ongoing incidents
  2. Subscribe to updates via the status page
  3. For urgent issues, contact support per your tier

If Status Shows Normal

  1. Submit a support ticket with:

    • Affected services
    • Error messages and request IDs
    • Time of occurrence (with timezone)
    • Impact description

  2. We will investigate and update you per your support tier response times

Feature Requests

How to Submit

  1. Support Portal (for customers):

    https://cloud.qnsp.cuilabs.io/support

    Select "Feature Request" as the ticket type.

  2. GitHub Discussions (for community input):

    https://github.com/cuilabs/qnsp-public/discussions

What to Include

Field Description
Title Clear, concise feature name
Problem Statement What problem does this solve?
Proposed Solution How should it work?
Use Case Your specific use case
Alternatives Considered Other approaches you've considered
Business Impact How this affects your operations
Priority Your assessment (nice-to-have, important, critical)

Feature Request Template

## Feature Title
[Clear, concise name]

## Problem Statement
[What problem are you trying to solve?]

## Proposed Solution
[How should this feature work?]

## Use Case
[Describe your specific use case]

## Alternatives Considered
[Other approaches you've considered]

## Business Impact
[How would this feature help your business?]

## Priority Assessment
- [ ] Nice-to-have
- [ ] Important
- [ ] Critical for adoption

## Additional Context
[Mockups, examples, references]

Feature Review Process

  1. Acknowledgment: Within 5 business days
  2. Initial Review: Product team reviews within 2 weeks
  3. Prioritization: Evaluated against roadmap quarterly
  4. Status Update: You'll receive updates on accepted features
  5. Release: Included in release notes when shipped

Documentation Issues

Reporting Documentation Bugs

  • Typos, errors, outdated content: GitHub issue or contact@cuilabs.io
  • Missing documentation: Feature request process
  • Clarification needed: Support portal or GitHub discussions

Contributing Corrections

Documentation contributions are welcome via GitHub pull requests for:

  • Typo fixes
  • Clarifications
  • Example improvements
  • Translation contributions

Issue Tracking

Ticket States

State Description
New Issue received, pending triage
Triaged Assigned priority and owner
In Progress Actively being worked on
Pending Customer Awaiting your response
Resolved Fix deployed or question answered
Closed Issue completed or no response received

Following Up

  • Reply to your existing ticket for updates
  • Tickets with no response for 14 days may be auto-closed
  • Closed tickets can be reopened if the issue recurs

Escalation

If your issue is not being addressed satisfactorily:

  1. Reply to Ticket: Request escalation in the ticket
  2. Account Manager: Contact your account manager (Enterprise tiers)
  3. Emergency Escalation: For Severity 1 issues:

See Support Policy for escalation procedures by tier.

Response Expectations

Issue Type Initial Response Resolution Target
Security Vulnerability 24 hours Per severity (see disclosure policy)
Severity 1 Bug Per support tier 24 hours
Severity 2 Bug Per support tier 72 hours
Severity 3 Bug Per support tier 2 weeks
Feature Request 5 business days Quarterly review
Documentation Issue 72 hours 2 weeks

Note: Resolution targets are goals, not guarantees, and depend on issue complexity.

Disclaimer

CUI Labs (Pte.) Ltd. reserves the right to:

  • Prioritize issues based on severity and impact
  • Decline feature requests that don't align with product direction
  • Close issues that cannot be reproduced or lack sufficient information
  • Modify these procedures with reasonable notice

Issue reporting does not create any obligation beyond the commitments in your subscription agreement and the applicable Service Level Agreement.

CUI Labs (Pte.) Ltd.

Registered Office: 552 Ang Mo Kio, Avenue 10, #21-1982, Cheng San Place, Singapore 560552

For general inquiries: contact@cuilabs.io