Complaints

 

This page allows you to  submit a complaint. A complaint is considered valid if the submitter specifies an adequate reproduction protocol for the problem encountered. If this problem is replicable by our technicians, the dedicated department will take care of identifying and solving the problem as soon as possible.

The resolution procedure goes through four well-defined stages:

Verification
The report is verified in real time, the possible existence and reproducibility of the problem is certified

Acceptance
If the problem is ascertained, the report is indicated as confirmed

Processing
State during which the problem is processed. During this phase the blockchain developers will take care of solving the problem. With a software intervention in the event of a system bug being detected or with a manual action where discrepancies relating to claims and documentation are evident.

Resolution
The technical department is responsible for releasing an update (usually a patch) which guarantees the elimination of the problem.