CRM - PROD Bug Fixing Release

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

Priority	Definition	SLA
∎ 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

Category	Definition
Code
Requirements (Design Bug)
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)

Squads Commitment

If a Design Bug is detected, meaning, a previous change request did not include in the design a scenario that currently is impacting business operations, correspondent Jira Bug must be created, not a Task or Story.
If a bug is found in UAT and PROD - a jira Bug must be created with the corresponding Priority (Critical, High, Medium or Low) - check matrix to determine the correct priority (for pricing guidelines are included in jira itself, reaming projects can check severity matrix )
If a bug has Critical Priority - Hotfix chat room to be used to manage the communications.
If a Bug is detected in PROD, the fix must be done in devweekly > UAT > PROD (not from monthly) - as per release management Guidelines.
If a Jira is created as a Task or Story (a change and not a bug) - it will be included in the monthly or weekly release.
Bugs and Stories must be tested in UAT and be ready for PROD, following the Calendar

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