Reporting a Defect
An issue or defect is an error, flaw, mistake, or failure in the software. If the user is experiencing something that they believe to be an issue in the software, the user should contact Customer Support and provide detailed instructions on how to reproduce the problem. A representative will log in as/with the user to diagnose the issue and determine if it is a defect.
Bonterra Defect Policies
There are four levels of severity for defects. Each defect is prioritized based on its severity level.
These targeted resolution times only apply to core functionality, except if the functionality affected is completely hindering a user’s ability to work and use the software.
The Bonterra Development Team typically deploys three to four major updates/releases to the software per year.
Customers are given advanced notification of maintenance periods and upcoming updates on the login page and via an e-newsletter.
Severity and Resolutions
Severity 1
A major functionality issue that prevents customer from being able to use software, OR
A major functionality issue which does not have a work around that is key to performance and causes major impact to customer’s ability to operate their organization.
S1 issues will be posted to the Status Page below:
Severity 2
A major function does not work in a core area of the product, but there may be a workaround that is time consuming, or the issue may not prevent general operations from proceeding as normal.
Customers will receive an automated update when the issue resolution is scheduled to be deployed.
Severity 3
A minor functionality less key to the product is not working or there is functionality that is not working and there is an easy workaround. These issues will be addressed when there is work being done in the functional area that contains the defect. The issue can be categorized as a higher priority if it is affecting a large number of customers.
Severity 4
A cosmetic issue or inconsistencies that do not affect functionality in any significant way. These issues will be addressed when there is work being done in the functional area that contains the defect.