At times, partners may experience issues with an integration. Some issues may severely impact a partner’s business. Canva refers to such issues as Incidents.
Canva has a streamlined process to address incidents. Partners must follow this process and report incidents immediately. This helps Canva resolve issues quickly and reduce the adverse impact on a partner’s business.
This document explains Canva’s incident response process.
Canva’s incident response process is only for Tier 1 partners. Tier 2 and Tier 3 partners must report bugs instead.
Incident vs. Bug
Not all issues are incidents. Some issues may be bugs. Canva differentiates incidents from bugs in the following way:
Canva engineers will respond via the ticket. The response time varies according to the incident type. Only if they deem necessary, will they contact a partner via other means, such as telephone or video call.