Policy for backporting fixes
Merative ™ Social Program Management is now Cúram ™ by Merative™
Merative ™ Social Program Management Policy for backporting fixes
Question & Answer
What is the policy for backporting fixes in Merative Social Program Management ?
Definition of a backport:
A fix which has been released and delivered that is now being requested on an earlier version of the product.
Supporting information required:
Before a backport could be considered the following information should be provided to Merative Support:
- Business justification for why it is considered a critical business impact
- Why an immediate solution is required
- Information regarding why the customer has not been in a position to take on an upgrade that would have included the fix
- Exact version of Merative Social Program Management this is being requested on
- Is this a production issue?
- Is this considered to be a regression issue?
- Does the project have a workaround for the issue? If so, details of the workaround should be provided
- Project timelines
- Development phase complete date
- User Acceptance Testing start and complete dates
- System Testing start and complete dates
- Production Roll-out date
Criteria to be met:
- No viable work around is available
- Critical business impact
- Must be a Severity 1 or Severity 2 issue (Severity 3 or Severity 4 issues do not constitute a critical business impact)
- Immediate solution required
- The official fix has only been available for a short period of time and the customer has had insufficient time to upgrade to that version of the product
Note: Meeting the criteria above does not mean a critical fix will be provided. It means that a critical fix request can be raised. The request will then be reviewed and assessed.
If the above Criteria are not met, the expectation should be that your backport request will be declined and you will receive a support case update similar to that below:
“A fix will not be provided as it does not meet the criteria per the Merative Social Program Management Policy for Backporting Fixes. It is not considered a critical business impact because it is a low priority fix that was provided <X months> ago giving the project more than adequate time to apply it into production.”
If the above Criteria are met, then we will require the customer to agree to the following:
The fix can be provided on the customer's version <X> provided that the project provide an update on the support case containing the following information:
- Commitment as to when they will move to the latest refresh pack, fix pack and/or ifix release on their modification version or to the next available modification (or higher) release
- Acceptance that a fully supported fix was pro-actively released by Merative <X> months ago
- Acceptance that fixes replicated to prior versions in a test fix undergo limited testing. The project accepts the risk of putting it into production and to mitigate this should move to a fully supported version of Merative Social Program Management at the earliest opportunity
- Acceptance that Merative recommends the installation of Preventive Service Packages to pro-actively avoid impacting problems caused by software defects already known and corrected by Merative
- Acceptance that requesting the back porting of fixes which have already been released is not provided for by Merative Support.