Syensqo IS - Customer Support

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What is a Bug?

“A bug is an unexpected problem with software or hardware. Typical problems are often the result of external interference with the program’s performance that was not anticipated by the developer. Minor bugs can cause small problems like frozen screens or unexplained error messages that do not significantly affect usage. Major bugs may not only affect software and hardware, but could also have unintended effects on connected devices or integrated software and may damage data files.” From Gartner Glossary

Bug Priority

PriorityDefinitionSLA

∎ Critical (Hotfix)

  • Prod Environment is down or severe impact for business
  • Major malfunction of at least one of the Processes impacting all users
  • Users are unable to reasonably perform their normal functions.
  • NO Available workaround
ASAP

∎ High

  • Critical loss of application/process functionality, application/Process is usable but limited
  • High number of users unable to perform their normal functions
  • Available workaround
Less than 1 week

∎ Medium

  • Moderate loss of application functionality
  • Multiple users impacted on their normal functions
  • Available workaround
Less than 2 Weeks

∎ Low

  • Minor loss of application functionality
  • The issue consists of "how-to" questions including issues related to one or multiple modules and integration
According to Capacity

System Disruption Severity Matrix 

Table of Contents

Bug Categories

CategoryDefinition

Code


Requirements


Change


Data


Deployment


Access Management


Not a Bug



Guidelines: How to Report a Bug

  • Maintenance: All Bug fixing is under Managed Services Contract - If Syensqo resources are contacted to Support on Bug fixing (testing included), Helix ticket should be marked with 'Partner not authonomus'
  • Project Hypercare: Make sure Ticket (Jira) contains the following information:  
    • User(s) Getting the Error
    • Error Message Problem Description
    • Steps to Reproduce the Error
    • Link(s) to the Records where the Error Occurred

PROD Bug Fixing Process

HOTFIX Process (Special Case)

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