Submit Bug Request
Found a bug or experiencing issues with Mamentis? We're here to help! This guide will walk you through the process of reporting bugs effectively to ensure quick resolution.
Before Submitting a Bug Report
Check Known Issues
Before submitting a new bug report, please:
- Search existing issues in our GitHub Issues
- Check our status page at status.mamentis.com
- Review recent announcements in the platform or our blog
- Try basic troubleshooting steps listed below
Basic Troubleshooting
Browser Issues
- Clear your browser cache and cookies
- Disable browser extensions temporarily
- Try an incognito/private browsing window
- Test with a different browser
Connection Issues
- Check your internet connection
- Verify firewall settings
- Try accessing from a different network
- Restart your router/modem
Account Issues
- Verify your login credentials
- Check if your account is active
- Ensure API keys are valid and not expired
- Review your subscription status
How to Submit a Bug Report
Option 1: In-Platform Reporting
- Navigate to Settings in your Mamentis dashboard
- Click "Support" in the sidebar
- Select "Report Bug"
- Fill out the bug report form with details below
- Attach screenshots or logs if relevant
- Submit the report
Option 2: Email Support
Send an email to support@mamentis.com with the following information:
Subject Line Format:
[BUG] Brief description of the issue
Email Template:
Bug Report
Summary:
[Brief description of the issue]
Environment:
- Browser: [Chrome/Firefox/Safari/Edge + version]
- Operating System: [Windows/macOS/Linux + version]
- Mamentis Plan: [Free/Pro/Enterprise]
- Date/Time: [When did this occur?]
Steps to Reproduce:
1. [First step]
2. [Second step]
3. [Third step]
Expected Behavior:
[What should have happened?]
Actual Behavior:
[What actually happened?]
Additional Information:
[Any other relevant details]
Screenshots/Logs:
[Attach any relevant files]
Option 3: GitHub Issues
For technical users, you can report bugs directly on our GitHub repository:
- Visit GitHub Issues
- Click "New Issue"
- Select "Bug Report" template
- Fill out the template with required information
- Add appropriate labels (bug, priority level, component)
- Submit the issue
Information to Include
Essential Information
System Details
- Browser: Version and name
- Operating System: Version and architecture
- Screen Resolution: Helpful for UI issues
- Mamentis Plan: Free, Pro, or Enterprise
- Account Region: If using regional deployments
Reproduction Steps
Provide detailed steps that allow us to reproduce the issue:
1. Log into Mamentis platform
2. Navigate to Partners > Add Partner
3. Select "ContentCreator" template
4. Fill in partner name as "Test Partner"
5. Click "Save"
6. Error message appears: "Failed to create partner"
Error Messages
Include exact error messages, error codes, and any relevant console output:
Error Code: PARTNER_001
Message: "Unable to save partner configuration"
Timestamp: 2024-01-15 14:30:22 UTC
Request ID: req_abc123def456
Optional but Helpful
Screenshots/Videos
- Screenshots of error messages
- Screen recordings of the issue occurring
- Browser developer console logs
- Network request/response details
Environment Details
- Network Configuration: Corporate firewall, VPN usage
- Extensions: Browser extensions that might interfere
- Integrations: Connected services (Google Drive, Slack, etc.)
- API Usage: If using Mamentis APIs directly
Bug Report Best Practices
Writing Effective Bug Reports
Be Specific
❌ "The platform doesn't work" ✅ "Unable to upload files to knowledge base - getting 413 error"
Include Context
❌ "Partner responses are wrong" ✅ "ContentCreator partner generates LinkedIn posts with incorrect tone despite 'professional' setting"
One Issue Per Report
- Don't combine multiple unrelated issues
- Create separate reports for distinct problems
- Reference related issues when appropriate
Priority Levels
When submitting bugs, help us prioritize by indicating severity:
Critical (P0)
- Platform completely inaccessible
- Data loss or corruption
- Security vulnerabilities
- Payment/billing issues
High (P1)
- Core features not working
- Unable to create or use partners
- API endpoints failing
- Performance severely degraded
Medium (P2)
- Non-critical features not working
- UI display issues
- Minor functionality problems
- Documentation errors
Low (P3)
- Cosmetic issues
- Enhancement requests
- Feature suggestions
- Minor usability improvements
What Happens Next?
Response Timeline
| Priority | Initial Response | Resolution Target |
|---|---|---|
| Critical | 1 hour | 4 hours |
| High | 4 hours | 24 hours |
| Medium | 24 hours | 1 week |
| Low | 3 days | 4 weeks |
Bug Lifecycle
- Submitted: Bug report received and assigned ticket number
- Triaged: Engineering team reviews and assigns priority
- In Progress: Developer working on fix
- Testing: Fix being tested in staging environment
- Deployed: Fix released to production
- Verified: Reporter confirms issue is resolved
- Closed: Bug report marked as complete
Communication
You'll receive updates via:
- Email notifications for status changes
- In-platform notifications if reported through dashboard
- GitHub comments if reported via GitHub Issues
Common Issues and Solutions
Authentication Problems
Issue: Unable to log in or frequent logouts Solution:
- Clear browser cookies
- Check if 2FA is working correctly
- Verify account status
Partner Creation Failures
Issue: Error when creating new partners Solution:
- Check API key validity
- Verify model availability
- Review error logs
Performance Issues
Issue: Slow response times or timeouts Solution:
- Check network connection
- Monitor status page for outages
- Try different time of day
Integration Problems
Issue: Connected services not working Solution:
- Refresh integration tokens
- Check service status
- Verify permissions
Security Issues
Reporting Security Vulnerabilities
For security-related bugs, please use our responsible disclosure process:
- Email: security@mamentis.com (not public GitHub)
- Subject: [SECURITY] Brief description
- Include: Detailed explanation and proof of concept
- Timeline: We'll respond within 24 hours
Bug Bounty Program
We offer rewards for qualifying security vulnerabilities:
- Critical: $1000 - $5000
- High: $500 - $1000
- Medium: $100 - $500
- Low: $50 - $100
Follow-up and Feedback
After Resolution
- Test the fix in your environment
- Provide feedback on the solution
- Report any remaining issues
- Consider if documentation needs updates
Improvement Suggestions
Help us improve our bug reporting process:
- Suggest additional information we should collect
- Report confusing parts of this guide
- Share feedback on response times
- Recommend process improvements
Contact Information
Support Channels
- Email: support@mamentis.com
- In-Platform: Settings > Support
- GitHub: mamentis/platform/issues
- Status Page: status.mamentis.com
Business Hours
- Standard Support: 24/7 for all plans
- Priority Support: Enterprise customers get expedited handling
- Emergency: Critical issues handled immediately
Thank you for helping us improve Mamentis! Your bug reports make the platform better for everyone.