What should I expect when I report a defect?
A defect is defined as an issue or behavior you’re experiencing that is different from how our team intended the behavior to work when we developed the feature.
Once you’ve contacted Support, we will work to replicate the issue and determine what might be required to resolve the problem. We will first try to determine if:
- Better Help Center documentation is needed for the feature. Sometimes, it’s incomplete.
- There’s a different workflow that is better suited to accomplish your goal.
- We have some gaps in our functionality that you are expecting to work differently than how we originally built the feature. In that case, what you're reporting as a bug is actually a feature request.
- The behavior you’re seeing is counter to what our team designed the feature to do. That is when we’d consider the problem a defect.
Once our team has determined that what your experiencing is a defect, they will update you to confirm this and the priority of the issue.
When should I receive updates in my Support ticket?
Your Support ticket is updated when the priority is set, the priority is changed, and when a fix is released.
After we’ve initially prioritized and reported the defect, the priority might change based on new information we receive from you or others reporting the same issue. For example, the issue may impact more customers or affect an area of Schoology, and that wasn’t mentioned in the initial report of the issue. We’ll update you in the Support ticket if that happens.
If you receive new information about the issue that you believe changes the priority, please let us know through your ticket. Otherwise, your next update in the Support ticket will be when our Engineering team has released a fix for the defect.
This varies based on the severity and impact of the issue. Below are examples of how we might categorize the defect you reported:
We work hard to ensure that critical issues never happen. However, like with all software, it’s possible that a critical issue arises. If this happens, it is an issue that is blocking most or all Schoology users from accessing Schoology.
Examples: app.schoology.com is inaccessible; all users see a 502 error when using Schoology; no students can submit assignments; no one can view course materials.
What this means: Our Engineering team will work on this issue 24/7 until it is resolved. Critical issues impacting most or all Schoology users are also posted on our status page: status.schoology.com
An issue is deemed urgent if a key area of Schoology or feature is not working for most or all Schoology users, and there is no viable workaround for the issue.
Examples: Auto-Import processes are failing for all customers; Student Completion Rules are not working; the Gradebook does not load for most teachers at a specific district.
What this means: Our Engineering team will work continuously during business hours until the issue is resolved.
Something is not working as intended for a certain feature and/or certain users, but there is a way to work around the issue.
What this means: This prioritization will be based on the severity of the issue as reported to Support and weighted against the value of new features we are developing. If we receive new information from you or others reporting the defect that the issue has effects that overflow into other areas of the product, the priority may be reevaluated.
An issue that impacts a nonessential workflow, and has one or more workarounds.
What this means: Since this is an issue of inconvenience, this defect will not be prioritized unless we receive new information about the impact of the defect, or it can be included in a larger scope of work.