About Interfolio's Bug Priority Levels and Response Times
At Interfolio, we assess all reported bugs based on their severity and impact to ensure we focus on what matters most to our users. Instead of committing to large, pre‑scoped bundles of bugs that may not reflect current needs, we reserve dedicated capacity within our teams to address issues as they arise. This approach allows us to respond more quickly to the most impactful issues, maintain flexibility as new information emerges, and provide clearer expectations around how we prioritize and resolve bugs.
What to Expect
- Timely response and resolution based on your case’s priority level.
- Transparent communication about progress and expected resolution times.
- Continuous improvement to ensure platform stability and reliability.
If you have urgent concerns, please contact Support directly. Thank you for helping us improve!
How We Handle Reported Bugs
- Bug Reported: Bugs are reported directly by clients or internally by our Quality Assurance (QA) team.
- Initial Response: When a bug is reported by a client, our support team provides an initial response to acknowledge the issue.
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Assessment & Prioritization: For bugs that require engineering work, our team conducts an audit to determine the severity:
- Severity: Considers what feature is impacted and how critical that feature is to the module’s core use.
- Impact: Assesses how many users are affected by the bug.
- Priority Assignment: Based on this assessment, we assign a priority level (1-4). You can view this status via your open case once it has moved to one of our engineering teams.
Priority Levels
| Priority Level | Meaning | Response Time |
|---|---|---|
| Priority 1: Critical (Blocker Issues) | The issue affects all users or causes a system-wide outage, making the platform unusable. | This work begins immediately. Immediate focus. |
| Priority 2: High (Major Impact) | The issue impacts many users or critical functionality but does not make the module completely unusable. | This will be the next thing we work on (up to 4 weeks). |
| Priority 3: Medium (Moderate Impact) | The issue affects some users or non-critical features, causing inconvenience but not stopping core operations. | Work on this will begin within 1-3 months. |
| Priority 4: Low / Deferred (Minor Impact) | The issue is cosmetic, low-impact, or affects a small number of users. | Work on this will begin within 6-12 months or may be deferred based on higher priority items. |