Your feedback directly shapes how Rackwave evolves. This article explains how to submit a bug report or a feature request so that it reaches the right team in the right format — maximising the chance of it being prioritised and actioned quickly.
Bug Reports vs Feature Requests
| Bug Report | Feature Request | |
|---|---|---|
| Definition | Something that should work but does not, or produces unexpected behaviour | A new capability or improvement that does not currently exist |
| Examples | Dashboard shows wrong statistics; API returns 500 for valid requests; DNS verification fails despite correct records | Scheduled email campaigns; multi-language SMS templates; bulk export via API; WhatsApp chatbot builder |
| Priority | Triaged based on severity and number of users affected | Prioritised based on demand, strategic alignment, and engineering feasibility |
| Expected timeline | Critical bugs: hours to days. Minor bugs: weeks to months depending on severity | Added to product roadmap; no guaranteed timeline |
How to Submit a Bug Report
- Log in to the Rackwave portal.
- Go to Support → Open New Ticket.
- Set the subject to: Bug Report: [Platform] — [Brief description]
- Set the priority based on business impact (Critical / High / Medium / Low).
- Fill in the message using the bug report template below.
- Attach screenshots, error logs, or API response samples that demonstrate the bug.
- Submit the ticket.
Bug Report Template
BUG REPORT Platform: MigoSMTP / Telnxo / Rackwave Portal Severity: Critical / High / Medium / Low SUMMARY: [One sentence description of the bug] EXPECTED BEHAVIOUR: [What should happen] ACTUAL BEHAVIOUR: [What actually happens — include exact error messages] STEPS TO REPRODUCE: 1. [First step] 2. [Second step] 3. [What you see / the error that occurs] ENVIRONMENT: - Browser: [Chrome 125 / Firefox 127 / etc.] - Operating system: [Windows 11 / macOS 15 / etc.] - API version: v1 (if API-related) - SDK version: [if applicable] - Account region: India / International FREQUENCY: - Does this happen every time? / Intermittently? / Only once? - Approximate time first observed: [date and time in IST] ATTACHMENTS: [Screenshot of error / API request-response JSON / browser console log] REQUEST / API DETAILS (if applicable): - Endpoint: POST /v1/email/send - X-Request-ID: req_xxxxxxxx (from response header)
How to Submit a Feature Request
- Go to Support → Open New Ticket.
- Set the subject to: Feature Request: [Platform] — [Brief description]
- Set the priority to Low (feature requests are not service-affecting).
- Use the feature request template below.
Feature Request Template
FEATURE REQUEST Platform: MigoSMTP / Telnxo / Rackwave Portal / All FEATURE SUMMARY: [One sentence — what you want to be able to do] THE PROBLEM IT SOLVES: [Describe the pain point you are experiencing today without this feature] YOUR PROPOSED SOLUTION: [Describe how you envision the feature working] ALTERNATIVES YOU HAVE TRIED: [Any workarounds you are currently using — this helps us understand urgency] BUSINESS IMPACT: [How many users / messages / workflows are affected? Would this feature help you upgrade to a higher plan?] PRIORITY TO YOUR BUSINESS: [Nice to have / Important / Blocking a key workflow]
What Happens After You Submit
| Type | Process After Submission |
|---|---|
| Bug Report |
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| Feature Request |
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Upvoting feature requests: If you see a feature in the portal's feedback board that another customer has already requested, upvoting it signals demand and helps the product team prioritise. Check the feedback board before submitting a new request — your idea may already be there.
Security Vulnerability Reporting
If you discover a potential security vulnerability in any Rackwave platform:
- Do not exploit the vulnerability or disclose it publicly.
- Open a support ticket with subject: Security Disclosure — Confidential.
- Describe the vulnerability type and how to reproduce it.
- Rackwave will acknowledge within 24 hours, investigate confidentially, and credit your discovery if confirmed.