At ZenSoft, we strive to provide our customers with the best possible experience. To help us prioritize and address issues effectively, it's important to understand how the reported bug impacts your usage of our software. This guide will help you categorize and rate the impact of any bugs you encounter while using ZenSoft.
What is Customer Impact?
Customer impact refers to the degree to which a bug affects your ability to use our software. Properly rating the impact helps our support and development teams prioritize and resolve issues more efficiently.
How to Rate Your Bug Reporting
When reporting a bug, please consider the following categories to rate the impact:
1. High Impact
Definition:
Business Critical: The issue is causing significant downtime and affecting essential business operations.
Data Loss: You have experienced loss of important data or data corruption.
System Outage: The software is completely unusable, leading to a halt in productivity.
Examples:
Unable to log into the system.
Key functionalities that your business relies on are not working.
Any security-related issue that could lead to data breaches.
2. Medium Impact
Definition:
Performance Degradation: The software is running slowly, causing delays but not a complete stoppage.
Partial Outage: Some features or modules are unavailable, but the core functionality is still operational.
Intermittent Issues: The problem occurs sporadically, disrupting workflow but not entirely preventing work.
Examples:
Reports taking longer than usual to generate.
Certain modules are not accessible.
Occasional crashes that require restarting the application.
3. Low Impact
Definition:
Minor Inconvenience: The issue causes small annoyances but does not hinder overall productivity.
Cosmetic Issues: The problem affects only the visual layout or non-critical elements.
Workarounds Available: There are temporary solutions that you can implement to bypass the issue.
Examples:
Typographical errors in the user interface.
Minor layout issues that do not affect functionality.
Features that have simple alternative methods to achieve the same result.
4. No Impact
Definition:
Resolved Before Impact: The problem was detected and resolved before it affected your usage.
Non-Essential Feature: The issue affects a feature that is rarely used or non-essential to your operations.
Informational Inquiry: The issue was based on a misunderstanding or lack of information, without affecting software performance.
Examples:
Not relevant as the bug has been fixed before it caused any disruptions.
Issues related to seldom-used features.
Questions or concerns that were resolved through clarification.
How to Report a Bug
When reporting a bug, please include the following information:
- A detailed description of the issue.
- Steps to reproduce the problem.
- Any error messages received.
- Screenshots or log files, if available.
- The impact rating based on the guidelines above.
Example Bug Report
Impact Rating: High
Description: Unable to log into the system. Receiving an "Authentication Failed" error despite entering correct credentials.
Steps to Reproduce:
Open the ZenSoft login page.
Enter username and password.
Click "Login."
Error message "Authentication Failed" appears.
Error Message: Authentication Failed
Screenshots: [Attach screenshot]
Additional Information: This issue is affecting all users in our organization, leading to significant downtime.
By accurately rating the impact of your bug reports, you help us prioritize and address issues more effectively, ensuring a smoother and more reliable experience with ZenSoft. Thank you for your cooperation!
Feel free to customize any part of this article to better suit your company's needs. Is there anything specific you’d like to add or modify?
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