ETO Support Policies | Defect Severity Levels – Bonterra

Reporting a Defect

If something in ETO isn't working as expected, our Support team is here to help. Start by reaching out and sharing as much detail as you can—especially steps to reproduce the issue. One of our specialists will work with you directly to understand what's happening and determine whether it's a confirmed defect.

Contact Support

If you're experiencing a defect and aren't sure how it's being handled, reach out to our Support team. Depending on the severity and impact, we may:

Escalate the issue internally for urgent attention
Offer a workaround while a fix is being developed
Provide updates as progress is made toward resolution

Important: While we do everything we can behind the scenes to address serious issues quickly, Support is unable to provide estimated timelines for defect resolution. Each issue is different, and factors like complexity and engineering capacity all play a role. We are able to share updates when there's meaningful progress, and we appreciate your patience as we work to resolve the issue.

Severity Levels

At Bonterra, we prioritize defects based on their impact to your organization's ability to use ETO effectively. When a defect is confirmed, we assign a severity level from S1 (most critical) to S4 (least disruptive). These levels help guide our internal teams in determining urgency and prioritization of work.

S1 - Critical Impact

These issues cause a major outage or prevent use of ETO for its core purpose. Examples include:

Full system outage
Users cannot log in across all sites
A data privacy breach impacting multiple customers

Updates on S1 defects are also posted to the status page below:

Status Page

S2 - High Impact

These issues block important functionality with no practical workaround. Examples include:

Reports failing to run across all customers
Forms or case notes not recording

S3 - Medium Impact

These issues result in confusing or unexpected behavior, but core functionality is not fully blocked—and there is typically a workaround available. Examples include:

Report filters not consistently applying
A workflow that behaves inconsistently
Visual formatting issues that do not affect usability

These are reviewed regularly and prioritized based on overall customer impact. If a workaround is available, we may provide guidance while a long-term fix is evaluated.

S4 - Low Impact

These are minor bugs that don't affect functionality—often cosmetic or browser-specific. Examples include:

Typos or grammar mistakes
Compatibility issues with unsupported browsers

These do not block use of the system and are typically addressed during routine maintenance or in future updates.