Bugs - Understanding of bug in the system

A bug refers to any issue where the system is not functioning as expected, typically causing a malfunction or incorrect behavior in the product. Bugs are generally a result of an error in the code or unintended behavior that impacts the user experience.

For Customers:

• If you encounter something that doesn't work as it should or crashes unexpectedly, it’s considered a bug.
• Bugs are typically fixed as part of software updates or patches.
• Provide as much detail as possible (steps to reproduce the issue, error messages, screenshots, etc.) to help us resolve it quickly.

For Staff:

• When a customer reports a bug, prioritize fixing it based on severity (e.g., critical, major, minor).
• Test the reported issue in a variety of environments (e.g., different devices, browsers) to identify the root cause.
• Document the bug in the bug tracking system and assign a priority level.
• Provide customers with an estimated timeline for a fix, if applicable.

NOTE : All the project(s) are having thier own Service Level agreement (SLA) to manage the project.