Vetspire's Urgent "Hotfix" Process

Modified on Wed, 22 May 2024 at 12:13 PM

What is a hotfix?" hotfixes are bugs that have major impacts on your operations, often without any manual workarounds. Bugs of this nature may be presented to the Vetspire team with the request that they are evaluated as hotfixes, which would escalate their status in Vetspire's development queue. In the worst cases, they would need to be handled immediately: for example, a system-wide outage. Hopefully, these scenarios are few and far between, but we want to be prepared with a protocol just in case. 


Any time a change is pushed to production, large or small, it introduces the risk of instability for all Vetspire users. Our priority is to deliver a reliable, stable platform for all of our users. Therefore, Vetspire has recently introduced more rigor around when new changes may be pushed to our production environment.


• Bugs that require evaluation for an urgent resolution undergo an escalation process once submitted to Vetspire.

• Internal Vetspire team (consisting of Vetspire Project Manager, Support or Operations team member who communicated with the client, and Engineering Manager) evaluate bug submission and impact on the client(s) who submitted the bug report.

• All bugs are classified by the Vetspire team after this internal evaluation on a severity scale.

• Once a severity grade is assigned to a bug ticket that has been requested for escalation, the Vetspire team will communicate the grade and reasoning to the client.

• Vetspire’s severity grades, and the respective resolution implications thereof, are as follows:


Severity Level
Issue
Resolution timing
SEV-1
The entire Vetspire platform, or large parts of its infrastructure, is down.
Immediately worked on, fix deployed to production as soon as it is available (including during business hours if applicable). Please note that SEV-1 bug fixes are the only type of fixes that will be allowed to be released during normal business hours (defined as 7:00 am to 9:00 pm EST).
SEV-2Severely impacts the day-to-day operations/workflows, and does not have a simple workaround

Prioritized above planned work, fixed as soon as the first engineering team member becomes available that day.

After the bug is fixed, the fix is deployed to production overnight (outside standard U.S. business hours) the next business day.





ALL Other Bugs Vetspire is not operating as intended. 

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