How does IGLOO define and deal with support tickets?

All inquiries submitted to IGLOO support counts against your support package ticket count.  When you submit an inquiry, IGLOO is bound to a service level as defined in your package.  If you believe you have a bug you have two choices:

1. You can submit the bug using our online form and it will be treated according to the anonymous bug submission outlined below standard.
2. You can initiate a support ticket and we will follow up with you on the status of the bug through to resolution.

What is a bug?

A bug is when the system is not behaving as technically expected.  This is does not include feature requests, enhancements or user training issues.

What if I've found a bug?

Everyone, regardless if you have purchased support or not, are invited submit the bug using our online form .  At the time of submission we attempt to validate the issue, if it is confirmed as a bug it gets submitted to our QA team who logs the ticket where it gets scheduled into a future release depending on the severity.  All priority two bugs will be posted to the bug forum and priority one bugs will be posted to the technical bulletin blog.

How do you classify a bug?

We define our bugs into three categories:

1. Priority One - This is mission critical and severely impacts all members and administrators is considered our top priority and immediately actionable.  These bugs will be posted to our technical bulletins blog (we recommend that you are subscribed to this channel).
2. Priority Two - Some users may be affected however there is a workaround available that allows users to reach perform required functions and will be resolved in the short to medium term.  These bugs will be posted to the bugs forum.
3. Priority Three - These are minor inconvenience that do not impede a users ability to use the IGLOO platform and will be resolved in the medium to long term.