Bug reporting

Reporting and fixing bugs is part of the integration and maintenance of your app. All bugs can be assigned to four different priority categories:

• P0: Critical
• P1: High
• P2: Medium
• P3: Low

This section helps you to identify an issue and select an action plan to work with it.

Critical issues (P0)

The bug affects one of the main app features. It appears constantly and interferes with using key features of the app. Main acceptance scenarios don't work. An outage of a part of infrastructure that the app relies on is also a critical issue. Critical bugs must be resolved as soon as possible.

Development stage

• If such issues are found in your app during the development stage, you must fix the issue and confirm the fix with the App Center Team before release.
• If such issues are found in your app during the acceptance testing of the release candidate, the release should be postponed until the issue is fixed.

Production

If your app has a critical issue in Production, be sure to do the following:

• Make fixing the issue your priority. Don’t implement anything new until the issue is fixed.
• Notify Customer Support about the issue and keep them posted with updates and a timeline of the bug fix.
• Roll back to the latest stable version of the app.

High-priority issues (P1)

The bug causes significant errors in the business logic or app features, and a part of the app stops working. It could cause occasional crashes or unexpected error messages for some user flows. In most cases, a workaround helps users avoid this issue.

If your app doesn't meet any of the requirements, this is also a high-priority issue.

Development stage

• If such issues are found in your app during the acceptance testing of the release candidate, the release should be postponed until the issue is fixed.
• The app can't be released with these types of bugs unless it's approved by the Product Owner or Stakeholders after they discuss the issue.

Production

• Provide an ETA for the bug fix.
• Notify Customer Support about the issue and explain the workarounds.

Medium-priority bugs (P2)

The bug affects main user flows to a small extent and can affect non-major user flows. At the same time, the user is still able to reach the desired result and follows the intended business logic.

Most of the bugs have this priority. No urgent actions are required. Usually, there are straightforward workarounds for such issues.

Development stage and Production

Add the bug into the backlog queue and plan the fix depending on the team's capacity and user complaints about the issue.

Low-priority issues (P3)

The bug is a minor defect that doesn't affect the main user flows at all, or its effect is unnoticeable. These issues include spelling mistakes, minor interface issues such as element alignment, incorrect tooltip texts, or small UI improvements.

No urgent action is required. Fixing such bugs is usually a nice-to-have.

Development stage and Production

The team can decide when to resolve such issues.

Bug Fix SLA by Priority

After a release, vendors are expected to address and resolve reported bugs within the following timeframes, based on the assigned priority level:

• Critical — within 2 working days
• High — within 2 weeks
• Medium — within 1 month
• Low — within 3 months