1. When to use this form
Report serious incidents here pursuant to AI Act Art. 73(1):
- Responses that cause physical, psychological, or material harm to people.
- Violations of fundamental rights (privacy, non-discrimination, freedom of expression, dignity).
- Damage to critical infrastructure (water, energy, transport).
The provider of a high-risk AI system must notify the national authorities. The deadline depends on severity:
- 2 working days (Art. 73(3)) if the incident involves a widespread infringement or the Art. 3(49)(b) scenario (a serious disruption of critical infrastructure).
- 10 days (Art. 73(4)) if the incident has caused a person’s death.
- 15 days (Art. 73(2)) for other serious incidents.
Your report starts that clock.
2. What is NOT a serious incident
- Unhelpful, incomplete, or typo-filled responses → use 👍 / 👎 on the message.
- Interface issues, visual errors, slowness → report these as a generic bug.
- Questions about product usage → contact support.
3. Procedure
- Sign in to the chat app.
- Open the conversation containing the affected message in your history. The form is always submitted against a session, so you need one open.
- Open the form. There are three ways in, and the first is the recommended
one:
- From the affected response (recommended): at the foot of every response, on the right, there is a flag icon. On wide screens it also carries the word “Reportar” (Report); on a phone it is the icon alone. This is the best route because it automatically attaches that response’s trace identifier and an excerpt of its text to the report — so you do not have to explain which response you mean.
- From the header, on a desktop: the flag icon in the cluster at the top right. It carries no text; hovering over it shows “Reportar problema” (Report problem).
- On a phone: open the menu (☰, top left) and tap “Reportar problema” (Report problem), the first entry in the menu footer, which shows the acknowledgement deadline.
- Describe the incident in at least 30 characters and its impact in at least 20 characters.
- Check “Puedo ser contactado/a” (I can be contacted) if you agree to follow-up by email.
4. Public SLA
- Acknowledgement: ≤ 48 business hours from receipt.
- Resolution: depends on severity. Critical cases are prioritised.
- Updates: if you checked “Puedo ser contactado/a”, you will receive an email notification whenever the case changes status.
Acknowledgement does not imply admission of a reportable incident; the provider evaluates each case against the criteria of Art. 73(1) before notifying authorities.
5. Alternative channels
If the app is not accessible:
- Email:
fluxia.soporte@gmail.com