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Logging an issue with QV Systems

Logging an issue with QV Systems

Owned by Kieran Mitchell (Unlicensed), created
Last updated: Feb 21, 2022
2 min read

 Background

This document will provide you with the information you need to self assess your issue. Providing the correct assessment will result in your request\issue getting to the correct team and resolved in the quickest manner.

Support Impact Rating

Impact rating could be positive: a return on investment or customer satisfaction such as a new feature or improvement to a product. Conversely, it could be very negative based on the degree of damage or cost that results. Loss of revenue, man-hours, or customers following downtime from our products or poor performance.

Low

Medium

High

Critical

  • There is any other problem that does not fall into another impact category

  • There is a low adverse impact on the operation of your services.

  • Only affects 1 user

  • A key feature or service is unavailable but the availability of the QV systems products are not affected

  • There is a moderate adverse impact on the operation of your services.

  • Greater than 1 user but less than 25% of users are affected

  • There appears to be serious performance or access problems

  • There is a major adverse impact on the operation of your services.

  • Greater than 25% but less than 50% of users are affected

  • If a QV Systems product is not available, or there is a data or security breach

  • The Customer or Authorised Users cannot log in to create/amend/view areas of the system

  • There is a critically adverse impact on the operation of your services

  • Greater than 50% of users are affected

 

URGENCY

The longer that your company is willing to wait or can afford to be delayed, the lower your urgency. Anything that significantly affects your business from an operational, compliance, or financial perspective is generally more pressing than impacts on other perspectives.

IMPACT

LOW

MEDIUM

HIGH

CRITICAL

LOW

 

 

 

 

MEDIUM

 

 

 

 

HIGH

 

 

 

 

 

Feature Request Impact Rating

When reviewing a new feature request, it is important for us to understand the impact the new feature will have on your business. To help us understand this, we ask you to indicate the impact rating when submitting a new feature request. The table below is a guide to selecting the right impact rating.

 

Low

Medium

High

Critical

  • A new feature that is a “nice to have“

  • A new feature that will make a process easier for users, but has low business impact.

  • A new feature that will impact a number of users / user roles and has a high business impact

  • A new feature the enables a high impact business process that otherwise cannot be achieved

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