This article highlights how a Product related issue (defect) is determined and prioritized.
When a product-related support ticket is raised, the steps below are followed:
- The Technical Account Manager (TAM) handling the issue investigates to confirm if the issue is a Product defect.
- If deemed a defect, the issue is then escalated to our Engineering Team.
- Product Management Team (PM) will assign a status and priority to the defect depending on several factors such as dependencies between features, product affected and scope of impact.
Defects will fall under one of the three statuses:
- Release Targeted - Defects under this category have been assigned to a release and is expected to be fixed in one to three releases.
- Catchpoint Backlog - Defects under this category do not have an ETA and are not expected to be fixed within the next three releases
- Will not fix – Defects under this category will not be fixed for one of the two reasons:
- Defect is deemed to have low or isolated impact
- An upcoming feature or update will make the fix unnecessary; you will receive updates on new feature/update on our release notes.
If you have any concern regarding any of the statuses assigned, please reach out to your Customer Success Manager (CSM) or Account Executive (AE).