Overview
In efforts to effectively manage product quality issues, foster rapport with clients, and uphold company values, Quavo has established the following policies to address and manage issues related to defects.
Initial Analysis: Scoring and Categorization
Severity Scoring
Support tickets filed and identified to be related to a defect in the QFD product (and not part of an individual Client's configuration layer) will have a score assigned. This applies to severity 3 and 4 issues only. Severity 1 and 2 issues are worked until relief is provided and are not subject to prioritization.
The score is determined using this table:
Jira Field | Description | Allowed Values | Priority Impact |
|---|---|---|---|
Compliance Risk | Measure of if the defect puts the Client at risk of being out of compliance. Ex: Letters do not send correctly or have incorrect verbiage, accounting does not happen when it should, denials do not happen when they should. | No Risk Low Medium High | Add 0 Points Add 2 Points Add 10 Points Add 30 Points |
Financial Risk | Measure of if the defect puts Quavo or our Clients at a financial risk? Ex: the user is unable to deny disputes, the system is writing off when it shouldn't, the system is granting pc when it shouldn't. | No Risk Low Medium High | Add 0 Points Add 2 Points Add 10 Points Add 30 Points |
Customer Impact | Measure of impact to Accountholders. This would likely be related to letters or accounting. | No Impact Low Medium High | Add 0 Points Add 1 Points Add 5 Points Add 15 Points |
Internal Impact | Does the defect impact Quavo employees? For example, is this something that a developer has to continually fix via extraordinary measures until the root cause is repaired. | No Impact Low Medium High | Add 0 Points Add 1 Points Add 5 Points Add 15 Points |
User Impact | The defect impacts the end user's ability to use the system. Examples are validations running when they shouldn't, or on hidden fields, broken flows, orphan assignments, looping/rollback issues. | No Impact Low Medium High | Add 0 Points Add 1 Points Add 5 Points Add 15 Points |
Known Workaround | When the defect has a user impact, is there a work around? | Yes No | Subtract 1 Point Add 0 Points |
Clients Impacted | Has this defect been noticed in one or many environments? | One Many | Add 0 Points Add 1 Point |
Frequency of Issue | Defects that rarely happen should generally be looked at later than those that happen very often. | Rarely Sometimes Often Always | Subtract 10% of Points Add 0 Points Add 10% of Points Add 20% of Points |
Urgency Modifier | Modifier based on escalation or factors not determined elsewhere | +/- Integer | +/- Value to Final Points |
The urgency associated with a defect is ranked as a number from 0-99. This methodology allows us to prioritize fixes in an objective manner, while still allowing for escalations and details that our analysts do not notice when classifying issues.
Issue Category
An issue category is a category or component of the system that a defect pertains to is also assigned at time of analysis. These categories are further ranked in order of general impact to our Clients and their Accountholders.
Categories are as follows:
Category | Rank |
|---|---|
Compliance | 1 |
Accounting | 2 |
Account Maintenance | 3 |
Letter Issue | 4 |
External Case Status | 5 |
Intake Issue | 6 |
Transaction Query | 7 |
Broken Assignments | 8 |
Recovery | 9 |
Merchant Credit | 10 |
Work Routing | 11 |
Enrichment | 12 |
Service Failure (SOAP, REST, etc.) | 13 |
Temp Auth Matching | 14 |
Configuration Issue | 15 |
Performance | 16 |
Validation Gap | 17 |
Unintended/Unexpected Behavior | 18 |
Reclassification | 19 |
UI/UX | 20 |
Reporting | 21 |
Misc/Other | 22 |
Issue Prioritization
Quavo maintains a dedicated workstream (sprint) for product defects. These resources work only on resolution of issues. The team works in two-week sprints and patches are created every eight weeks from their work, which includes only defect fixes.
Sprint guidelines:
When a two-week increment starts, issues are worked in urgency order from greatest to least, down to a score of 30
If no work exists with a score of 30 or more, issues are worked in category order until none exist for the top category, then the second, etc.
If an issue is received that meets Quavo's standard for a hotfix, it is immediately brought into the sprint and worked as the top priority
Support Ticket and Issue Resolution
Client raised support tickets for product defects are resolved when:
The Client takes a patch containing a product fix for an issue they reported
The Client takes a hotfix containing a product fix for an issue they reported
The support ticket refers to a defect that was classified as a 10 or lower score, was not included in a patch in over 6 months since report, and the issue was never escalated by the Client through their Client Success Manager. Tickets may be reopened at any time.