Reporting Issues

All issues (bugs) discovered during your testing period must be reported via the Help Desk (see below for instructions). Please ensure that tickets are properly entered as User Acceptance Testing tickets as this will ensure a timely response and prevent your ticket from being lost in the main queue.

The UAT help desk queue will be monitored from 8:00 AM – 5:00 PM EST, Monday through Friday, excepting all statutory holidays. The UAT environment (https://uportal.apexa.ca) will be available from 6:00 am until 6:00 pm EST Monday to Friday for testing. All testing must occur in the UAT environment.

Please choose one member of your team to log UAT-related issues. If you have any questions about how to set-up a Help Desk account, please contact someone at APEXA and we will be happy to assist.

Logging UAT Issues in the APEXA Help Desk

To log a new UAT bug ticket, sign in to the portal and select “User Acceptance Testing” from the left-hand menu. Select “Report an Issue - UAT” from the right-hand menu. Complete the relevant fields and submit.

Open

Determining Severity

The following severity rating scale will be applied, by the APEXA team, to each issue raised:

Level 1 (Critical)

Major system function or process is inoperative and users are unable to process required transactions such that APEXA is effectively unusable.

Level 2 (High)

System function or process is inoperative and has a material adverse impact on use of APEXA and circumvention (workaround) is not sustainable.

Level 3 (Medium)

System function or process is inoperative but can be circumvented (through a workaround) in a manner that does not significantly impact use of APEXA.

Level 4 (Low)

Minor problem that does not affect the continuation of normal Services. 

All Critical items will be prioritized for immediate action and emergency deployments may be deemed necessary to resolve these bugs (see “Issue Resolution” below).

Issue Resolution

As issues are fixed, these fixes will be grouped together and deployed as makes sense given the issues reported. For those items that are deemed critical (and prevent the entire group from proceeding) we will perform emergency deployments as a fix becomes available.

All issues determined to be critical or high must be resolved prior to the close of the UAT period. In addition, only 25% of those issues deemed medium can remain unresolved at the close of the UAT period. Issues deemed “low” may be addressed during the UAT period, if time allows, but resolution of any bug classified as “low” is not guaranteed for the close of UAT.

Validating Fixes

After an issue has been logged and addressed, it is important to have the tester validate the fix. This is done by running the test case again and validating that the tester receives the expected outcome. Depending on the magnitude and quantity of issues raised, this may represent a significant amount of time and it will be important that resources can be made available to validate fixes.