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Reporting an issue

If the Operator does something you didn't expect — wrong tone, wrong info, voice line down, billing question — here's how to tell us.

Three ways to report an issue

  1. In the workspace. Click "Report an issue" in the top-right of any workspace page, or hit ⌘+/ from anywhere. A drawer opens. Describe what happened, pick a severity, hit Send. The system auto-captures the page you were on, your last 10 receipts, recent console errors (PHI-scrubbed), and the current state of voice + kill switches.
  1. Email support@hellodella.com. Same channel, just no auto-context. If you reply to an Della email you already received, the reply lands in the same place.
  1. Founding-10 cohort only. You have Nate's cell. Text or call.

Severity tiers

You pick the severity. The system may auto-promote to critical if the description mentions voice keywords or urgent keywords — that's by design.

  • Critical — voice line down, payment failed, data loss, security incident. Pages on-call 24/7.
  • High — a workflow broke, agent quality regression, billing question. Response within 4 hours during business hours.
  • Medium — UX confusion, settings question, minor agent quality issue. Response within 1 business day.
  • Low — feature request, nice-to-have. No SLA commitment, but we'll get to it.

SLA

The exact times depend on which cohort you're in. Founding-10 cohort gets the premium SLA below; clients 11+ get a slightly relaxed version. The SLA you signed is in your MSA.

Founding-10 SLA:

  • Critical: first response within 1 hour, resolution within 4 hours, 24/7.
  • High: first response within 4 hours, resolution within 1 business day, business hours.
  • Medium: first response within 1 business day, resolution within 3 business days.
  • Low: best effort, no commitment.

What happens after you send

Within 60 seconds:

  • You get an auto-reply email with your ticket ID and the SLA.
  • If the severity is critical, Nate's cell gets paged via SMS within the same minute.
  • A Receipt is written to the Trust Center with category: support. You can audit every step.

Within the SLA window, Nate replies. You can reply back from the same email thread or in the workspace.

What gets captured

The drawer auto-captures, before storage:

  • Current URL + page title
  • Your role (Owner / Admin) and any preview state
  • Last 10 receipts visible to you, PHI-redacted
  • Browser, viewport, timezone, locale
  • Last 50 console errors, PHI-scrubbed at capture time (not at read time — the raw text never enters the buffer)
  • Kill-switch state
  • Voice health status

What is NOT captured by default: a screenshot. The opt-in checkbox in the drawer turns it on for the current submission only.

What we won't ask for

We won't ask for your password, your Boulevard token, your Stripe key, or anything from a patient's record beyond what you explicitly include in the description. If we need more context, we'll ask via the ticket thread and the answer becomes part of the audit trail.

If something is unclear about how we'd handle a specific situation, ask in the ticket. We'd rather over-clarify than under-clarify.