How we get the bugs out
Discover our product bug ranking and removal system
You read that right. We rank bugs. Our goal with the ranking system is to identify and remove the most disruptive bugs as quickly as possible. Part of this process involves you. Yeah, you! If you find a rare bug while using a ConnectWise product, screenshot it and send it to Help@ConnectWise.com for further investigation.
Prioritizing bugs
Our Priority Ranking System is for both internal and external use, creating transparency in the product development process. It indicates the urgency of fixing a defect for ConnectWise as a company to ensure we have the greatest positive impact to as many partners as possible.
1 - Critical
Critical issues rise to the top of the assigned development team’s to-do list, with the goal of patching the issues ASAP.
High partner impact stopping them from serving their clients
High number of partners impacted
No workarounds or alternative options available
2 - High
High priority issues move to the top of our development team’s backlog to be evaluated and worked on when the next development team member becomes available.
Medium partner impact that allows them to continue serving their clients
High number of partners reporting or impacted
Workaround may be available but may add significant additional effort
3 - Medium
Medium priority issues are worked in batches according to product area.
Medium partner impact that allows them to continue serving their clients
Low numbers of partners reporting
Workaround may be available
4 - Low
Low priority issues are collected and worked through when enough items arise to initiate a new product-area patch.
Low partner impact
Low numbers of partners reporting
Workaround may be available
Refactor
Refactor issues require a significant development effort and need a longer planning and development timeframe that extends beyond the standard bug batching and patching process.
Reported defect(s) that will require enhancement, refactor, or significant development changes
6 - Expiring
The defect affects a part of the product that is no longer being maintained. At this time, there is no intent to resolve issues or enhance this area of the product.
Reported defects for product features in extended or retiring status
Helpful bug links
Documentation
Not sure you're experiencing what's intended? Reference our documentation.
