Bugs and Errors

The Aurora Commerce documentation should answer most questions and / or resolve most issues for you prior to needing to come to us.

Bugs and Errors are issued separately by you, and these are categorised and dealt with by our Triage team, in order, subject to our overall workflow for the Triage system. Further details on the Triage system can be viewed in the following guide: Service Desk and Ticketing

You can relay the bug or error matter to us as necessary, ensuring first please that you have checked our documentation for a potential resolution. 
If a matter issued to us is not critical and there is other work already in the Triage flow for a Site, then the new matter will join the back of the queue.

Critical issues will be dealt with immediately as standard.

Critical =

• Site is down / offline.  
• Site is unable to process transactions correctly.  
• Site is unable to process / accept payment correctly.  
• Site is unable to process orders correctly.  
• Site is not updating stock correctly.  

We deem these kinds of bugs only to be Critical and we ask these be noted as and when they occur. 
There are of course grey areas, for example product data uploads not working correctly or products not listing correctly (including via 3rd parties), and Aurora Commerce would deem these necessary to fix.  
In short, if it prevents the ability to buy / sell what the Site has to offer then it needs to be fixed, and if ever you are not sure on this please do contact your assigned Account Manager.

When bug and error work is issued to us as a list of matters, we book an initial assessment slot for the assigned developer. This is booked on a per point basis, and this booking will be subject to our booking system. This does mean that many smaller and quicker fixes will be implemented straight away. Please however note that if the developer needs more time to assess a point, or spec in full a certain element, then we will need to book additional time on the assessment.

If there is a point on a list that is appearing to drag on then your assigned Account Manager will arrange a call with you, themselves, and the developer in question to obtain the required resolution much quicker for you, towards completion.

Should you have a Critical issue occur between 17:30 on one day and 09:00 the next on any Workday, or at any time over a Weekend day or Bank Holiday day, then please follow our Out of Hours Support guidelines.