How to report an issue

Hilan Kaplan

Updated February 15, 2023 14:52

Background

This document should help explain to what an issue is, how to report, what to expect during the UAT phase and Maintenance phase in terms of process and SLAs.

What is an issue

An issue with an existing feature where it is not working up to specification.
How to know if a feature isn't working correctly? You can reference the Common Test Cases to see how each feature works, and we will be holding training sessions on how your site works as well.
1. Tip: another easy way to find out, is to reference your storefront in the marketplace to see if the behavior is consistent.
Example of an issue: When I submit a request on my white label store, it is not showing up in my supplier account manager for me to respond to.

How to report an issue

Go to the service request link
You can get here by clicking the link above or going to your Knowde account manager and selecting "Service Requests" under the Storefront section and then selecting "Report an issue" from the dropdown.
Include all relevant information about your issue in the form.
1. Your Email
2. Your Company Name
3. Short description of what you found
4. Steps to reproduce what you found
  1. Example: first I signed in, then I clicked submit request, then I could not enter a phone number.
5. The result you expected should happen
6. Helpful screenshots or resources
  1. Tip: A video here is the most helpful thing you can send, screenshots are good too.
7. Priority
  1. Urgent, High, Normal, Low
  2. See below SLAs for what these mean
Hit submit

This will be the same in both the UAT and Maintenance Phases

SLA During UAT

All issues found will be given a priority, all higher priority items will be completed by the end of the UAT phase. Lower priority issues will either be completed or assigned a fast follow date for completion shortly after release. All issues will be tracked and status reported on in our tracking file. We will review issues on our calls, clarify details, provide an ETA for a fix, and allow you to report anything new there as well where we can take down the details for you. Only issues will be worked on during UAT, not features.

Priority	Explanation	SLA	Launch Blocker?	“Resolved”
Urgent	A critical issue which prevents end users from accessing some vital functionality correctly. It is blocking testing and should be addressed immediately. For example: I cannot submit a request	a day	Yes	Fixed in Production, and confirmed with the reporter.
High	An issue which affects some core functionality. But only to a small subset of users, we can continue to test but it needs to be fixed for launch. For example: I cannot submit a request on my mobile device	a week	Yes	Fixed in Production, and confirmed with the reporter.
Normal	An issue which affects the user experience, but does not effect the core functionality. For example: When submitting a request on mobile, the submit button is partially hidden and difficult to reach	Before Go Live	Case by case	Fixed in Production, and confirmed with the reporter.
Low	A minor issue such as styling which affects site aesthetics. For example: The size of the submit button in the request form is too small	After launch	No, fast follow	Fixed in Production, and confirmed with the reporter.

SLA After initial launch

All issues found will be given a priority, each priority comes with an SLA. Those SLAs are as follows:

Priority	Explanation	SLA	“Resolved”
Urgent	A critical issue which prevents end users from accessing some vital functionality correctly. It should be addressed immediately. For example: I cannot submit a request	8 hrs	Fixed in Production, and confirmed with the reporter.
High	An issue which affects some important functionality. But only to a small subset of users, so it does not need to be resolved the same day it is discovered. For example: I cannot submit a request in incognito mode	36 hrs	Fixed in Production, and confirmed with the reporter.
Normal	An issue in production which affects some important functionality, but does not effect the core functionality. For example: When submitting a request on mobile, the submit button is difficult to reach.	1 week	Fixed in Production, and confirmed with the reporter.
Low	A minor issue such as styling which affects site aesthetics. For example: The size of the submit button in the request form is too small	2 weeks	Fixed in Production, and confirmed with the reporter.

How to report an issue

Background

What is an issue

How to report an issue

SLA During UAT

SLA After initial launch

Comments

Articles in this section