Bug Reports

QV Systems Support team are eager and happy to help verify bugs — we take pride in it! Create an issue in our support hub, 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 we will report it. We'll also try to provide workarounds if possible.

Report a bug

How we approach bug fixing

QV Systems seeks to target the most critical bugs affecting the widest customer set. Bugs are prioritised based on the the estimated impact to QV Systems customers. Most bugs are initially reported at Low priority until they are triaged and the true impact is assessed by our support team.

The priorities applied to confirmed bugs are:

Priority 1 - Critical

Your application is degraded. Users aren't able to perform their job function, and no workarounds are available. Typically the most impactful bugs are treated by QV Systems as an incident and can be tracked on https://status.qv.systems, highest priority bugs are the next most impactful variety of bug.

If a QV Systems service 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

QV Systems begins work on Critical priority bugs straight away.

Priority 2 - High

A feature is unavailable, application performance is significantly degraded, or users job functions are impaired.

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

QV Systems generally seeks to begin work on High priority bugs as soon as resource become available.

Priority 3 - Medium

The application or specific feature isn't working as expected, but there is a workaround available. Users' experience is impacted, but their job function is not impaired.

A key feature or service is unavailable but the availability is 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

Medium priority bugs are typically worked on after all High and Critical priority bugs are resolved and there are no other critical priorities.

Priority 4 - Low

Typically smaller paper cuts such as cosmetic errors, or non-critical functionality not behaving as expected.

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

Low priority bugs are worked on once all other issues have been resolved or a change is being made to that area of the product.

About our bug fix workflow

If you “watch” the system issues you log via the support hub it’s useful for you to understand how we review, prioritise, and resolve them.

Here’s the current workflow, and a description of each status.

Workflow Status Definitions

QV Systems Workflow

Workflow Status	Definition	Phase

Workflow Status	Definition	Phase
Open & Reopened	This issue is waiting to be reviewed by a member of the QV Systems support team. Typically, only recently created issues are in this status. Our support team review these issues regularly.	Review
Under Investigation	This issue has been reviewed, our support team are working on the issue and gathering information to gauge the pervasiveness of the problem.	Prioritisation
Waiting For Customer	We may need gather more information from you to allow us to prioritise this issue correctly
Development Support	A fix for this issue is required, The issue has been prioritised and is currently waiting to be allocated and will be worked on in priority basis.
In Development	The development team is actively working on fixing this issue.	Implementation
In review	A fix for this has been identified but larger considerations are required this needs to be discussed with the product team as it may affect current functionality.
Waiting for 3rd party	This issue is being caused by one of our partners, we have logged an issue with them and we are waiting for the fix to be implemented.
Test\UAT Required	A fix for this issue has been implemented and is waiting to be tested by us or the client.
Resolved	Work on this issue is complete. If the bug has been fixed, the resolution will be ‘Fixed’. If required, code changes are rolled out to the full customer base. If no code changes were required, the resolution will be ‘Duplicate', 'Won't fix', 'Handled by support', 'Timed out', or similar.	Closure

How to get access to bug fixes

Once a bug fix is written, tested, and verified, we’ll roll it out to your site as soon as we reasonably can - in many cases this will occur inline with our release schedule.

Please note the above priorities, timeframes and objectives are intended to provide general guidance on how QV Systems 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. Please refer to your contract for your exact SLA’s.

QV Systems Knowledge Base

QV Systems Bug Fix Policy