Defect fix policy

Summary

  • Our support team will help with defect reporting and provide workarounds where possible.
  • We schedule non-critical defects based on a variety of considerations.
  • Our priority always lies in ensuring clients can effectively sell and manage their operations.

Reporting defects

GlobalTill Support is eager and happy to help verify defects (sometimes called bugs). We take pride in it! When you think you've discovered an error from within any of our platforms, create an issue in our support system with as much detailed information as you can about how to replicate the problem you're experiencing. We'll try to replicate the defect on our end and, if successful, send a bug report to the relevant development team.

If possible, we will also try to construct workarounds for you until we fix the defect.

What is a defect?

A defect is an error or a bug when the actual result a user experience deviates from the expected result in a given application. It is important to note that unintended effects of using GlobalTill software/features in a manner other than intended or designed do not necessarily constitute a defect. In this case, we may, at our discretion, move the reported defect into a New Feature request instead (when this happens we’ll also outline the reason this is being done).

Search existing defects

Because of GlobalTill retail software's sensitive nature, we are unable to make existing bug reports publicly available without impacting user privacy. We are working towards a system to display all reported defects without any user-identifiable information public. In the meantime, clients can search and see the status of bugs that they have created from the Jira Service Desk portal.

How we approach defect fixing

GlobalTill seeks to target the most critical defects affecting the broadest customer set. Bugs are prioritized based on the estimated impact on users. Most are initially reported as Low Priority until each can be triaged, verified, and assessed by GlobalTill staff.

Priorities Applied to Confirmed Defects

The following are definitions of priorities we use after confirming bug reports:

Priority 1 - Highest

Your application is degraded. Users aren't able to perform their job functions, and no workarounds are available. Typically the most impactful defects are treated by GlobalTill as an incident and can be tracked on https://status.globaltill.com. We also consider situations where locations are unable to transact1 the highest priority.

GlobalTill begins work on the Highest priority defect as soon as reasonably possible.

Unable to transact means the client is unable to sell and accept payment due to a software-related issue that is not related to general compatibility, configuration changes, new feature use, Early Access Program (EAP) releases, and where no workarounds exist.

Priority 2 - High

Typically a High Priority status means that an existing feature is unavailable, application performance is significantly degraded, users' job functions are impaired, or there are serious financial consequences associated with the defect.

GlobalTill generally seeks to begin work on High priority defects in the next sprint and, when possible, will postpone new features to reallocate resources to resolving high priority defects.

Priority 3 - Medium

In Medium Priority, 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.

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

Priority 4 - Low

Low Priority defects are usually cosmetic, UX errors, or denote non-critical functionality is not behaving as expected.

Low priority defects are worked on at GlobalTill's discretion. These are typically only fixed if our developers are already working in that area of the product and can easily resolve the problem identified.

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