Hotfixes and minor issues - Guidelines

At LS Retail, we are currently in the process of migrating SaaS customers to Microsoft's Public Cloud, (see here), and at the same time we will stop operating dedicated SaaS clusters for our customers. This is a major step forward for us in making sure that the operation of the LS Central production environments are in line with the rest of the Microsoft Dynamics Business Central environments operated by Microsoft.

Along with this major change, we introduce other changes to our development cycle with the goal of minimizing validation needed by customers and partners, when it comes to minor updates. Until now, LS Retail has regularly introduced hotfixes for various issues that our customers have encountered. One of our main goals is to ensure a stable environment, so we have defined the cases where we will introduce a hotfix for our SaaS production environments. Only a significant failure should make us consider introducing a hotfix, as the intrusion into our customers’ environments is vast and we do not take that lightly.

Severity 1 issues

If an issue falls into any of the categories below, LS Retail will prioritize and deliver a correction as soon as humanly possible. We categorize the following as Severity 1 issues:

  • Complete System Outage: The bug results in a complete system outage, rendering the retail platform completely inaccessible to users. No transactions, purchases, or interactions can take place.
  • Widespread Transaction Failures: A substantial percentage of transactions consistently fail due to the bug, significantly impacting revenue generation for our customers.
  • Routine posting failures: The bug prevents the finalization of routine posting, such as statement posting, preventing the customers from normal operations.
  • Data Integrity Compromise: The bug leads to critical data integrity issues, such as inaccurate pricing, incorrect inventory levels, or compromised customer information.
  • High Security Vulnerabilities: The bug exposes sensitive customer data (for example credit card information, personal details) due to a high security vulnerability.
  • High Customer Impact: The bug directly affects a substantial number of customers.
  • Regulatory Violation: The bug leads to violations of industry regulations, financial laws, or data protection standards.
  • High Visibility Events: The bug occurs during high-traffic events like holiday sales, special promotions, or other marketing campaigns, magnifying its impact on revenue.

For all of the above - there is no workaround: There is no feasible workaround to mitigate the effects of the bug so it can be classified as severity 1, requiring urgent resolution to restore normal operations.

Severity 2 issues

We have also defined categories for Severity 2 issues. They are aimed to cover a broad range of functionalities needed to have a successful retail operation, ensuring that our products remains efficient, accurate, and user-friendly for our customers. A minor update will never require our customers to upgrade as not all of them are experiencing the faults. We try to prioritize our development efforts to make the necessary changes but will always focus on stability and making sure that our deliverables are of highest quality. We plan to deliver these issues in a minor version as soon as possible, but that doesn't necessarily means the next minor version. 

  • Product Variants: Address bugs related to product variants (sizes, colors, etc.), ensuring that they are displayed and managed correctly in the software.
  • Pricing Calculations: Fix bugs that lead to minor discrepancies in pricing calculations, such as rounding errors or small inconsistencies in tax calculations.
  • Item Lookup: Address glitches that cause occasional delays or inaccuracies when searching for products in the inventory and slow response times.
  • Discount and Promotion Errors: Address minor bugs that affect the application of discounts or promotions, ensuring accurate calculations and proper application.
  • Barcode Issues: Address minor bugs that occasionally lead to incorrect product identification, slow response times when scanning barcodes and barcode printing, such as alignment problems or incorrect barcode generation.
  • Inventory Counting: Fix issues where the inventory count might occasionally be off by a small margin due to rounding or other minor inaccuracies.
  • Receipt Formatting: Address issues with receipt formatting, such as misaligned text, incorrect logo placement, or minor font inconsistencies.
  • Customer Data Synchronization: Address glitches that result in minor delays or inaccuracies in synchronizing customer data between online and offline systems.
  • Payment Gateway Compatibility: Resolve compatibility issues with specific payment gateways that result in sporadic failures or delays in processing transactions.
  • Loyalty Program Bugs: Fix minor issues related to the loyalty program, such as missing points accumulation or redemption discrepancies.
  • Offline Mode Improvements: Enhance the software's behavior in offline mode, addressing minor glitches that might occur when the system temporarily loses connectivity.
  • Role Center: Fix bugs in Role Centers that display sales trends, inventory levels, or other data, ensuring accurate and up-to-date information.
  • Order History Display: Address issues with the display of order history, such as missing orders or incorrect timestamps on completed transactions.
  • Refund Processing: Resolve minor bugs that result in delays or inaccuracies when processing refunds for returned products.
  • Reporting: Fix glitches in our reporting functionality, ensuring that reports related to sales, inventory, and other metrics are generated accurately.
  • Offline Transaction Sync: Enhance the offline transaction synchronization process, addressing minor issues where certain transactions might not sync properly when connectivity is restored.
  • Multi-Store Support: Resolve minor bugs in the software's multi-store support, ensuring that data related to different store locations is accurately tracked and displayed.

For all of the above: A minor update will not include any new functionality, fields or any other changes that will make our customers have to go through full validation process to introduce the update to their environment.

While we are in the transition towards the public cloud, all hotfixes released will be done for the current version and two (2) minor versions backwards. For example, when we issue a hotfix for versions 23.3, we will also release a hotfix package for 23.2 and 23.1. After that transition has been finalized, we will only release a hotfix for the current minor version, (the active version in the SaaS environment).

For all other issues, we will categorize them as to be included in our next major version or later.