When agencies first begin reviewing updated deployments in the User Acceptance Testing
(UAT) environment, they fall inside the 20/10/10 program. This program allows newly identified
issues related to the current version to be captured by Support Analysts and reported for fixes in
an orderly and timely manner. This article outlines the complete process:
- During the first 20 business days, customers report newly identified issues to email@example.com, which notifies Support separately from the regular ePro Support requests.
- Support reviews the requests and sends to Development upon confirmation using appropriate descriptors (i.e. "Bug", "Enhancement", etc.).
- While identifications of "Bug“, "Story/Enhancement“, etc., they may be adjusted by QA depending on the issue.
- QA reviews Bug tickets and turns them over to Dev to confirm they are new to the current version in testing.
- Only new “Bugs” that are collected in the first 20-day period are fixed.
- On day 21, no more customer requests are accepted.
- Every morning, during the first 30 days, Periscope Holdings reviews the list of reported issues for any immediate prioritization needs.
- For the first 30 days, bugs will be fixed and tested.
- On day 31 of the 20/10/10 program, a Patch will be released to the UAT environment.
- The clients are requested to test the Patch for 10 days.
- On day 41 of the 20/10/10 program, the Release is deployed to the Production environment and is live.
Bug Types Criteria
- Cannot be an existing bug. Must be newly introduced to the version in testing. For example, if the current version is 16.1, and the bug is identified as existing in version 16.0, it will not be accepted.
- The issue blocks a user from utilizing a feature.
- The issue is connected to a required component of the application for a separate feature to function (i.e. Purchase Orders are not generating off a certain Requisition types).
- NOTE: These are the only issue types that are fixed during the 20/10/10 cycle.
Resolution for Bugs
- Resolution Timeline
- Severity 1 - Will be fixed in the 20/10/10 patch to prevent harmful release into Prod environment.
- Severity 2 - Will be fixed within 6 months. These issues will be bundled and released in the next Maintenance Update or quarterly Service Patch.
- Severity 3 - Will be fixed within 1 year. These issues will be bundled and made available in a future product version.
Definitions of Severity Levels
- Severity 1 - A Severity One Issue is a Defect causing inability to access the Solution or Services causing critical or significant impact to Customer's business operations and now workaround is immediately available.
- Severity 2 - A Severity Two Issue is a Defect that impairs the Solution or Services functionality, but where a practical workaround is readily available such that there is no material impact to customer's business operations and Customer can continue processing transactions.
- Severity 3 - A Severity Three Issue is a Defect that does not impair the Solution or Services functionality and for which a practical workaround is readily available.
- This is when Periscope Holdings strives to advance a feature for a better user experience.
- As this is an improvement, it is not required for a current existing feature.
- These tickets are not fixed during the 20/10/10 program.
- A request to add functionality to a feature that was not part of the original design.
- A request to add a use-case that was not originally considered as a feature.
- These tickets are not fixed during the 20/10/10 program as they are considered improvements to the environment.
For a schedule and access to Release Notes, please visit our Smart Sheet portal.