Reporting a Defect
If something in Penelope isn't working as expected, our Support team is here to help. Start by reaching out and sharing as much detail as you can, especially your steps to reproduce the issue. One of our specialists will work with you directly to understand what's happening and determine whether it's a confirmed defect.
Bonterra Defect Policies
At Bonterra, we prioritize defects based on their impact to your organization's ability to use Penelope effectively. When a defect is confirmed, we assign a severity level from S1 (most critical) to S4 (least disruptive). These levels help guide our internal teams in determining urgency and prioritization of work.
Important: While we do everything we can behind the scenes to address serious issues quickly, Support is unable to provide estimated timelines for defect resolution. Each issue is different, and factors like complexity and engineering capacity all play a role. We are able to share updates when there's meaningful progress, and we appreciate your patience as we work to resolve the issue.
Severity Levels
S1 - Critical Impact
These issues cause a major outage or prevent use of Penelope for its core purpose. Examples include:
Full system outage
Users cannot log in across all sites
A data privacy breach impacting multiple customers
Updates on S1 defects are also posted to the status page below:
S2 - High Impact
These issues block important functionality with no practical workaround. Examples include:
Reports failing to run across all customers
Attendance or case notes not recording
S3 - Medium Impact
These issues result in confusing or unexpected behavior, but core functionality is not fully blocked. There is also typically a workaround available. Examples include:
Report filters not consistently applying
A workflow that behaves inconsistently
Visual formatting issues that do not affect usability
These are reviewed regularly and prioritized based on overall customer impact. If a workaround is available, we may provide guidance while a long-term fix is evaluated.
S4 - Low Impact
These are minor bugs that don't affect functionality (often cosmetic or browser-specific). Examples include:
Typos or grammar mistakes
Compatibility issues with unsupported browsers
These do not block use of the system and are typically addressed during routine maintenance or in future updates.