Infraspeak Bug Fixing Policy & SLAs
- Infraspeak Customer Care team is eager and happy to help verify and get bugs fixed
- Our Customer Care team will always help with workarounds and bug reporting
- We schedule bugs according to a variety of considerations
Report a bug
Infraspeak Customer Care is eager and happy to help verify and get bugs fixed - we take pride in it!
Create an issue in our support system, providing as much information as you can about how to replicate the problem you're experiencing. We'll try to replicate the bug to verify, and if successful lodge the report for you. We'll also try to construct workarounds to unblock you right away while it doesn’t get properly fixed.
How we approach bug fixing
Infraspeak seeks to target the most high priority bugs affecting the widest customer set. Bugs are prioritized based on the estimated impact to Infraspeak users. Most bugs are initially reported at Normal priority until they are triaged and the true impact is assessed by Infraspeak.
The priorities applied to confirmed bugs are:
Priority 1 - Blocker
Your use of Infraspeak applications is degraded. Users aren't able to perform their job functions, and there are no workarounds available. Typically the most impactful bugs are treated by Infraspeak as an incident.
Examples: login failures; specific apps won't open; core actions are being blocked
The Infraspeak team begins working on Blocker priority bugs as soon as they are validated.
Maximum time for Resolution after Validation is: less than 4h.
Priority 2 - Critical
A specific feature is unavailable, platform performance is significantly degraded, or users' job functions are impaired.
Examples: core apps not working properly or failing intermittently; mission critical functionalities not working properly; core administration sections not working properly
The Infraspeak team begins working on Critical priority bugs as soon as they are validated.
Maximum time for Resolution after Validation is: less than 12h.
Priority 3 - Major
The platform or specific feature isn't working as expected, but there are workarounds available. Users' experience is impacted, but their job function is not impaired.
Examples: the application performs slowly; specific editing or visualization functionalities fail; non-core administration sections not working properly
Infraspeak team begins working on Major Priority Bugs in the next development sprint (we run sprints every 2 weeks).
Maximum time for Resolution after Validation is: less than 5 working days.
Priority 4 - Normal
Typically smaller paper cuts such as cosmetic errors, or non-critical functionality not behaving as expected.
Examples: some functionalities fail intermittently, but good workarounds are available
Normal priority bugs are solved as a part of our engineering development cycles. Especially during the development of features and enhancements that are in the same area as the reported bugs.
Priority 5 - Minor
Typically smaller paper cuts such as visual or translation errors.
Examples: visual defects, that don't affect function; minor translation or localization problems
Minor priority bugs are solved as a part of our engineering development cycles. Especially during the development of features and enhancements that are in the same area as the reported bugs.
How to get access to bug fixing
Once a bug fix is written, tested, and verified, we’ll progressively roll it out to your Infraspeak as soon as we reasonably can - in many cases this will occur within a few days.
Please note the above priorities, timeframes and objectives are intended to provide general guidance on how Infraspeak internally handles bugs. Any response times or resolution timeframes in this document are non-binding targets, and do not create any representations, warranties, obligations or liabilities. Your agreement with Infraspeak governs any use of the applicable service(s) level agreement and any related issues.
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