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.

caution red icon
High partner impact stopping them from serving their clients
caution red icon
High number of partners impacted
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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.

caution yellow icon
Medium partner impact that allows them to continue serving their clients
caution red icon
High number of partners reporting or impacted
caution yellow icon
Workaround may be available but may add significant additional effort

3 - Medium

Medium priority issues are worked in batches according to product area.

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Medium partner impact that allows them to continue serving their clients
caution green icon
Low numbers of partners reporting
caution yellow icon
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.

caution green icon
Low partner impact
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Low number of partners reporting
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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.

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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.

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Reported defects for product features in extended or retiring status

Helpful bug links

identify bugs icon Known issues

Want to see if the issue you're experiencing has already been reported?

Check now >>
documentation icon Documentation

Not sure you're experiencing what's intended?  Reference our documentation

Search documentation >>
Support

If the first two links aren't cutting it and you need one-on-one support

Contact support >>
monitor icon System status

Think there might be an outage?  Find our system and status updates

View system status >>

Connect with the right team

If you’ve looked through all the helpful links above to no avail, don’t panic. We’ve created a place to find the right resources. Visit our Partner Experience page to learn about the various ConnectWise teams ready to lend a helping hand.