Customer Bug & Malfunction Reporting Policy

Customer Bug & Malfunction Reporting Policy

1. Purpose

To recognize and reward customers who report product malfunctions, bugs, or performance issues by providing complimentary subscription extensions. This strengthens customer trust, encourages active feedback, and supports ongoing product improvement.

2. Scope

This policy applies to all Flop Hero customers.

3. Policy Statement

  • Eligibility:
    Customers who report reproducible malfunctions, bugs, or system errors are eligible for compensation in the form of complimentary subscription extensions.
  • Reward Tiers:
    Extensions range from 7 days (1 week) to 30 days (1 month) depending on the severity, business impact, and value of the reporting.
    • Minor Issues: Cosmetic/UI bugs, low-risk malfunctions → +7 days.
    • Moderate Issues: Functionality impairments, degraded performance → +14–21 days.
    • Critical Issues: High-severity bugs, downtime, data-impacting errors → +30 days.
  • High-Value Customers:
    Customers on premium plans, enterprise contracts, or with strategic importance may receive higher-end rewards within the above tiers.
  • Approval Process:
    • First-line assessment by the Support Lead.
    • Final confirmation by the CRO for critical/enterprise cases.
    • Extensions must be logged in the CRM system with a clear note on the issue and reward granted.
  • Communication:
    Support teams must thank the customer, acknowledge their contribution, and confirm the extension in writing (email or ticket response).

 

4. Compliance & Ethical Standards

Rewards must only be granted for legitimate, verifiable reports. Fabricated, duplicate, or non-actionable submissions are ineligible.

 

5. Review & Updates

This policy will be reviewed if major product or process changes require it.

 

6. Exceptions & Amendments

No exceptions are permitted without written approval from the CRO or CEO. All granted extensions must be recorded in the CRM.