Oracle NetSuite has implemented a new process to handle customer-reported defects.
The program assigns an urgency level to each defect, based on the following key inputs:
- Business Impact – business categorization that reflects the defect’s impact on operations. Defined levels are B1-B4, with B1 representing the biggest impact.
- Severity – technical categorization that reflects the defect’s effect on functionality or performance. Defined levels are S1-S4, with S1 representing the greatest severity.
- Other factors – such as the number of impacted customers, whether the problem is a recently introduced defect, or a sudden change to operational behavior has occurred.
The urgency level of a defect determines the target timeframe for resolution:
During the resolution process, the Support team communicates the following milestones to impacted customers:
- Assignment of the defect to an engineer
- Assignment of a target date for the release of a fix
- Completion of code review, testing, and authorization to release the fix
- Release of the fix to NetSuite’s production environment
The Support team can also provide further assistance as needed. If you want to request additional information or discuss an issue’s urgency level, please update your support case for assistance.
After a U1-U5 defect has been resolved, customers may request a root cause analysis statement. This can be requested through Technical Support by updating the case attached to the resolved defect.