At Sanepo Tools, we strive for 100% accuracy, speed, and uptime across our entire suite of online utilities. However, we acknowledge that web technologies are incredibly complex, browsers constantly update, and software bugs or algorithmic inaccuracies can occasionally occur.
Transparency is a core pillar of our integrity. Just as a reputable publication issues retractions for factual errors, we maintain a clear, public policy for acknowledging and correcting software defects.
1. How to Report an Error or Bug
We highly value the vigilance of our user community. If you encounter a broken feature, a mathematical inaccuracy in a calculator, a failed file conversion, or any other unexpected behavior, we want to know about it immediately.
To report a bug, please contact us:
- Email:
[email protected] - Subject Line: Please use the format “Bug Report: [Name of the Tool]”
What to include in your report: To help our engineering team replicate and fix the issue as quickly as possible, please include:
- The exact URL of the tool you were using.
- The browser and operating system you are using (e.g., Chrome on Windows 11, Safari on iOS).
- A brief description of the error (what you expected to happen vs. what actually happened).
- (Optional but helpful) Screenshots or the specific file type/size that caused the error.
2. Our Correction & Resolution Process
Once a bug or inaccuracy is reported, our team follows a strict triage and resolution protocol:
- Acknowledgment & Verification: Our support team will acknowledge receipt of your report within 24-48 business hours. Our QA (Quality Assurance) team will then attempt to replicate the bug in a controlled environment.
- Severity Assessment: If the bug causes a minor UX glitch, it is scheduled for our next routine update. If the bug causes data inaccuracy (e.g., a calculator yielding the wrong formula result) or poses a security risk, it is escalated to “Critical” status for immediate patching.
- Temporary Suspension: For critical algorithmic errors, we may temporarily disable the specific tool and display an “Under Maintenance” banner to prevent further users from receiving inaccurate results while we deploy a fix.
3. Transparency and Version Updates
When a significant error that affects tool outputs is corrected, we believe in keeping our users informed rather than silently patching it.
- Changelogs: Major bug fixes, algorithmic updates, and feature enhancements are documented in the internal changelog visible at the bottom of the respective tool’s page.
- Update Badges: A tool that has recently received a major correction or overhaul will display an “Updated” or “Version [X]” badge so returning users are aware of the improvements.
4. User Feedback Loop
We do not just fix the code; we evaluate the cause. Every verified bug report is analyzed by our Lead Engineering team during our monthly reviews to improve our automated testing protocols, ensuring that similar errors are caught before they ever reach our live website.