A defect is an error, flaw, mistake, or material failure in the Software. If the User is experiencing an error in using or accessing the Software, the User should contact our Support and provide a detailed description on the steps the User attempted that led the error. A Support specialist will log in to the Client Portal with the User to diagnose and to determine if a defect exists.

When Client/User contacts Support with a potential defect, a case will be

entered into the internal tracking system and the Client/User will be given a case number. If it is determined by Support that a defect, as defined herein, exists, the Client/User will also be given a defect number which should be used in preceding contact with a Support specialist. The Support specialist will assign a severity to the defect based on the table below. Resolution time is dependent on the severity.

A Client is encouraged to provide feedback regarding the severity of the issue based on the priority for their organization to be resolved. Each time a User contacts Support with a defect related issue, a new case number and a defect number will be provided to the User. The User will receive communication from a Support specialist on the status of the case and defect based on the criteria set below.

Major functionality issue that prevents Client from being able to use Software or a major functionality issue which does not have a workaround that is key to Client’s platform performance and causes major impact to Client.

The Development Team works to resolve these issues immediately with a target resolution of two business days or less.

Customer Support will provide daily updates of the status until the issue is resolved. Escalation of the issue to the COO will occur if issue is not resolved within the target resolution time.
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A major to moderate function does not work in a core area of the Software, but there is a workaround, however, the workaround is time consuming.
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The Development Team will fix within its normal release cycle.
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Clients will receive an automated update when the issue resolution is scheduled to be deployed.
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Minor functionality less key to Penelope is not working or there is functionality that is not working but there is an easy workaround.
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These issues will be targeted to be addressed when there is work being done in the functional area that contains the defect. Issue can be categorized as a higher priority if it is affecting multiple clients.
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Status will be provided via the Client Portal and Client will receive an automated update when the resolution is scheduled to be deployed.
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Cosmetic or inconsistency issue that does not affect functionality in a significant way.

These issues will be targeted to be addressed when there is work being done in the functional area that contains the defect.

Status will be provided via Client Portal and Client will receive an automated update when the resolution is scheduled to be deployed.

Resolution Time for Issues/Defects: These targeted resolution times only apply to material functionality, except if the functionality affected is completely hindering a User’s ability to access and use the Software.

Note: The Development Team typically deploys three to four major updates/releases to the software per year but reserves the right to change the release cadence in-line with Bonterra business need. Client is given advanced notification of maintenance periods and upcoming updates on the Client Portal login page and via an e-newsletter.