Black Line recognizes that software developers are human and in spite of significant quality controls being place, system defects that are described in this document may occur. As such, Black Line offers a limited warranty to address system defects that may occur during this time period.
Bugs, or software defects, can be very difficult to understand and evaluate to the non-technical businessperson. This document is intended to provide some explanation, categorization and clarity of the topic of system defects. In addition, Black Line’s warranty and policy on system defects to set client expectations on how they are managed.
In addition to the above categories, there are other bug related issues to consider.
A bug that causes a “Fatal” error is one that renders the entire system, or parts of a system, inoperable to the end-user or users of the system.
Examples of fatal bugs:
Critical bugs usually have a significant impact on business operations depending on the reliance on the system and severity of the bug. When system functions are rendered inoperable with no workarounds, the impact to a business can be significant.
Possible Causes (not exhaustive):
A UI/Navigation is one where a user Interface component does not operate as intended.
Examples of UI/Navigation bugs:
The impact varies between mild, as is the case with a page not rendering properly. To more severe if a critical system function is not accessible.
When data that is inserted, updated or outputted in a system is not accurate or not as expected.
Examples of Data related bugs:
As with UI bugs, data related bugs can have mild to severe consequences. A calculated field on a report that is not used much can be mild, a date that impacts critical financial calculations may be critical.
Adjustments to system testing process to account for new understanding of data
Workflow functionality is when data transactions “make their way” through a system in a series of steps and sub-steps. Workflow functionality is highly reliant on data conditions, or end-user input, to move through workflow processes.
Examples of workflow related bugs:
Workflow bugs can range from the annoying (a notification is not sent as expected) to the severe where non-digital business processes are impacted causing expensive inefficiencies.
In some cases, where a root cause cannot be determined, implement additional tracking/logging/monitoring to help with the next occurrence
One of the most difficult of bugs to address are those related to externally integrated systems. External systems are outside the control of Black Line and therefore limits our ability to troubleshoot or address system issues.
Examples of integration related bugs:
Integration bugs are typically very impacting because of the importance of data within the workflow of the BLC system.
Browser, or software distribution platform, bugs are related to browsers or operating systems which the custom software is running.
Examples of Browser/Platform related bugs:
Supported Browsers and Versions:
(Current – 1) and Current denotes that we support the current stable version of the browser and the version that preceded it. For example, if the current version of a browser is 24.x, we support the 24.x and 23.x versions.
While sites might run without major issues in older browser versions, we do not actively test our applications in them and generally do not fix bugs that may appear in them.
Similarly, BL does not fix bugs in pre-release versions of browsers, such as beta or dev releases. If you find a bug with a site in a pre-release of a browser, you should report the bug to the browser vendor.
Browser or platform related bugs have varying degrees of impact and typically manifest in once running systems failing to operate properly. For example, a browser is old and features that work just fine in Chrome do not work at all Internet Explorer or Edge. Or, a once running system appears, for no reason, to not operate properly.
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