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Feedback & Bug Reporting

Tell us what’s working, what’s not, and what you want next. This page explains how to file high-quality bug reports, request features, and securely disclose vulnerabilities.

Contact SupportChangelogsStatus Page

How to Report a Bug

  1. Confirm you’re on the latest version (or macOS/Linux pages) and try again.
  2. Check the Status Page for ongoing incidents.
  3. Collect diagnostics (see below), then open a ticket via Support.

What to Include

  • App version & platform: e.g., v1.0.0, Windows 11 x64.
  • Steps to reproduce: numbered, minimal, reliable.
  • Expected vs. actual result: what you thought would happen vs. what happened.
  • Logs & screenshots: attach logs (see “Exporting Logs”) and an image if UI-related.
  • Network context: VPN/Proxy, corporate firewall, offline/online, L2/chain if relevant.

Exporting Logs

  • Desktop app: Help → Export Logs (generates a .zip). Attach to the ticket.
  • CLI/Terminal output (if applicable): copy last 200 lines around the error.
  • Redact secrets. Logs never include private keys or plaintext vault data.

Severity Levels & Response Target

  • S1 — Critical outage/data loss: app unusable, widespread impact. Response: ASAP (24/7).
  • S2 — Major feature broken: core flow degraded. Response: within 8 business hours.
  • S3 — Minor bug: workaround exists. Response: within 2 business days.
  • S4 — UI polish/docs: low impact. Response: as bandwidth allows.

Feature Requests

Share how the feature solves a real problem. Include your workflow, ideal outcome, and any compliance or security needs. We triage by user impact, feasibility, and alignment with Bervice’s roadmap.

  • State the use case (who, what, why), not just the solution.
  • Attach mockups or CLI examples if helpful.
  • Note urgency and team size if relevant.

Security Vulnerability Disclosure

If you believe you’ve found a security issue, please avoid public discussion until we confirm a fix. Provide a proof-of-concept privately via secure contact.

  • Include affected versions, reproduction steps, and impact (confidentiality/integrity/availability).
  • We acknowledge receipt within 24 hours and coordinate a fix and disclosure timeline.
  • Out of scope: social engineering, lost device recovery, findings without actionable impact.

For privacy details, see Data Privacy & Compliance.

Repro Templates

Copy this into your ticket:

App Version: v1.0.0
OS/Hardware: macOS 14.5 (M1), 16 GB RAM
Steps to Reproduce:

1. Open Bervice → Vault → Add File

2. Select 1.2 GB file, click Upload

3. Switch network from Wi-Fi to mobile hotspot mid-upload
Expected:
Upload resumes and completes
Actual:
Stuck at 67% with "gateway fallback" message
Logs:
(attach Help → Export Logs zip)
Additional:
Using VPN; issue reproduces 3/3 times

Where to Get Help

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