OnRelay has a zero bug tolerance policy, and strives to fix all reported errors. However, the service is being continuously developed, and software errors may therefore be introduced. OnRelay also has a number of 3rd party dependencies such as cloud hosting services and voice and data network connectivity, which may from time to time fail.
If you are a paying customer, the following Service Level Agreement (SLA) applies for defects encountered in OnRelay’s software:
Defect Assignment |
Definition |
Incident Management |
Defect Management |
|
The system is out of service or unavailable for all users |
Response Time: |
Workaround / Patch: |
---|---|---|---|
|
Major components or core functionality of the system are unavailable or not usable for some users |
Response Time: |
Workaround / Patch: |
Normal |
Major components or core functionality of the system are working imperfectly in one or more of its commonly used scenario(s) |
Response Time: |
Workaround / Patch: |
Minor |
A core function or feature is failing in rare or difficult to reproduce scenarios |
Response Time: |
Workaround / Patch: |
Trivial |
A feature is working, but not as preferred or expected and with no real detriment to system functionality |
Response Time: |
Workaround / Patch: |
Software Releases
OnRelay may ship bug fixes in the following type releases:
Major Release: Significant new system capabilities have been added (e.g. v5)
Minor Release: Significant new features have been added (e.g. v5.2)
Maintenance Release: Includes bug fixes and feature enhancements (e.g. v5.2.3)
Patches: A Release with unexpected faults that have slipped through tests may be patched with a new build after its release (e.g. v5.2.3 build 10)