Article Metadata

Category: App Last Updated: 2026-05-06 Article ID: KB-APP-009 Status: Published

1. Issue Definition

Software behaviour, performance, or tracking feature issues.

2. Escalation Path

If the initial troubleshooting steps do not resolve the issue, follow this escalation sequence.

• Tier 1: Support Agent (Initial response, categorisation, and basic troubleshooting)
• Tier 2: Hardware Engineering / Software Development / Lactation Experts / Product Team / Operations

3. Technical Information

Detail any technical specifications, error codes, logs, or system requirements relevant to this issue.

• Platform/Environment: Angular/Ionic Mobile App. Sentry monitoring. GZIP telemetry compression.
• Error Codes: [List any specific error codes displayed in-app or in logs]
• System Logs: [Specify which logs are required and how to retrieve them]
• Known Conflicts: [e.g., Known issues with specific mobiles, operating systems etc.]
• Snapshots: [Screen shots or photos of Coro where applicable]

4. Customer Reassurance (Next Steps)

Acknowledge the customer's situation and provide clear expectations. Use a professional and empathetic tone.

Internal Note on Tone: Maintain a supportive and proactive stance. Avoid overly technical language.

Recommended Scripting/Messaging:

"I understand that [Issue] is causing a problem. I am here to help you resolve this. We will work through a few steps together to identify the cause and get you back up and running."

Next Steps for the Customer:

1. Complete the troubleshooting steps outlined below.
2. Provide [Specific Information] if the steps do not resolve the issue.
3. An update will be provided via [Email/Chat] within 24 hours.

5. Troubleshooting Guide

Step-by-step instructions for the agent to guide the customer through. Keep instructions clear and sequential.

1. Step 1: Update app.
2. Step 2: Clear cache.
3. Step 3: Check storage availability.

6. Recommended Remediation

The definitive resolution or standard workaround for this issue.

• Primary Solution: Ensure latest version is installed.
• Workaround: [Temporary measure if a permanent fix is pending]
• Escalation Trigger: Include prerequisite information to pass up the chain.
• Replacement/Refund Trigger: [Specific conditions under which the agent should initiate a return or replacement (RMA) process]