Submit a Ticket — ReversePilot Support

New support ticket

Will be assigned · RP-XXXXXX

1 · Reporter

Full name

Work email

Organization

Tenant ID (optional)

Your role

Callback number (P1/P2 only)

2 · Severity

S1 · Critical Production outage or compliance-blocking defect. Resp ≤ 30 min · 24×7 S2 · High Major workflow blocked, no workaround. Resp ≤ 2 hr · 24×7 S3 · Normal Defect or question with workaround. Resp ≤ 1 BD S4 · Low Cosmetic, feature request, or docs. Resp ≤ 2 BD

3 · Issue details

Product area

Environment

Loan ID(s) affected (optional)

Users impacted

When did this start?

Timezone

Subject

Description

Steps to reproduce (if applicable)

4 · Attachments Drop screenshots, log files, or .HAR exports here Or click to browse · One file up to 25 MB · Encrypted at rest. Do not include borrower PII unless required for diagnosis.

5 · Notification & routing

CC watchers (comma-separated)

Preferred channel

Mark this ticket confidential — restrict visibility to my organization's named admins only. Escalate for compliance review if this issue has regulatory or audit impact.

After submission you’ll land on a persistent ticket thread where you can post replies, keep context attached, and track status changes.

Response targets

Severity still drives the same SLA, but ticket history now lives in the support portal instead of being lost in email threads.

S1 critical≤ 30 min

S2 high≤ 2 hr

S3 normal≤ 1 BD

S4 low≤ 2 BD

What to include

The fastest tickets include the exact loan IDs, environment, observed timestamps, screenshots, and the final error text shown to the user.

Identify the affected tenant and workflow step.
State whether this is production, UAT, or sandbox.
List every impacted loan or user group.
Attach screenshots or export files if available.

Other support paths

Knowledge base

System status

Open a case with our engineering desk.

New support ticket

Response targets

What to include

Other support paths