What to Expect When You Report a Software Issue

Defect

A feature or procedure in existing software that is defective, does not work as designed, or creates faulty results and must be corrected

Design Flaw

A feature or procedure in existing software that creates an issue that was not considered in the original design, and must be redesigned, even if it works as it was originally designed

Enhancement

A new feature, application, field, view, report, or other functionality that does not yet exist in released software

Project

A request for custom development

Duplicate Reports

Another customer may have previously reported your issue. If this is the case, we will link the duplicate issue report with the existing report, and close the duplicate. We will ensure that you automatically receive the software release that includes the change(s) you requested.

More Information Needed

A Support tech will contact you if we need more information from you, for instance to clarify the issue or obtain steps, parameters, data, examples, or other information necessary to duplicate a problem.

Invalid Issues

If the reported feature or function works as it was originally designed, or if the problem cannot be duplicated, the issue will be closed. Support techs are notified if the issues they submitted were closed, and so are any customer(s) who reported the issue.

Workaround Available

If we have a way to resolve a problem without programming, a Support tech will contact you. You have the opportunity to close the issue at this point.

System Down

The dealer cannot complete orders or conduct business. If this is the case, appropriate managers are automatically notified and work begins immediately to resolve the issue.

Severe Impact

Critical functionality is broken or missing, many dealers are affected, and/or the workaround is excessive. (Examples: A broken function affects a great number of dealers who use it daily. Or, an available workaround adds several steps that extend the amount of time to process each order.)

Medium Impact

A broken or missing function impacts business but perhaps a reasonable workaround is available. (Example: data does not appear as expected in one application but is accessible through another commonly used application.)

Minor Impact

The feature is used infrequently, or the problem does not impede a dealer's workflow, or a typographical error does not affect money. (Example: The default cursor focus or tab sequence in an application requires some simple Shift-Tabbing or one or two extra clicks for most dealers.)