QA & Support

Product quality metrics, bug severity distribution, support volume and SLA health.

Bug health

Open P00.0%
3
Open P1-1%
14
Open P2-2.4%
30
Open P3+0.4%
28
Release blockers
7
Open + tagged release-blocker
Median fix time-0.3%
2.0d
P0/P1 only · opened → fixed
  • Triage all open P2 bugs this sprintQA Lead

    30 P2 bugs are unassigned or stale. Clearing the triage backlog reduces time-to-fix by ~30% historically.

    Open
  • Push SLA hit rate above 95%Support

    Current rate is 69%. Adding one more support agent during peak hours (12–18 UTC) should close the gap based on current ticket velocity.

    Open
  • Investigate refund spike this weekPayments · Support

    17 refund requests — up from baseline. Check if correlated with a specific payment method or region.

    Open

Support health

Open tickets-3.4%
184
SLA hit rate+1.2%
69%
Refund requests+0.8%
17
First response-4.1%
4.1h
Median time to first reply
Resolution time-0.6%
2.1d
Median time to resolved
Total tickets (30d)-5.2%
480

Open bugs over time (30d)

Support ticket volume (30d)

Open bugs by area

75 open total

  • top-up
    9
  • api keys
    7
  • playground
    6
  • history
    6
  • logs
    4
  • usage chart
    4

Open tickets by product

184 open total

  • Developer Platform
    62
  • Node Client
    52
  • FAR ID
    36
  • FAR Pay
    34