Issues & Incidents

Defects, errors, or issues that manifest in a software application once it has been deployed to the production environment.

It's crucial to consistently assess the severity and impact of an identified issue before proceeding with subsequent steps.

Critical — Very high Impact (Same day) Customer facing service down, Privacy breached, data loss

Major - Significant Impact (24h) Customer facing service down for a subset or functionality significantly impacted

Minor — Low Impact (24h / Next Release) Minor inconvenience to customers, workaround available, Performance issuesIn other words, these are the problems that users of the software encounter during their normal operations after the software has been officially released and is live.