NetSuite Defect Severities and Status Definition for Bronto, NSPOS, and OpenAir

List of Defect Severities:

S1- Defects which block one or more Core Business functions from working. These are usually resolved 1- 5 business days however could take longer depending on complexity of the defect.

S2 - Defects which are not preventing any Core Business functions from being operational. Depends on impact of the business use case of the individual customer and so, may not be fixed, unless the defect affects multiple customers. Resolution To be Determined

S3 - Defects which have an Alternate Solution and /or is not a hindrance to your business.  Investigation and Resolution To be Determined

List of NetSuite Defect Statuses:

Open - Pending Investigation: Defect is Pending Investigation

Open - Under Investigation: Active investigation is being performed by Support, Development, or Quality Assurance

Open - Resolution TBD: Not currently scheduled to be investigated, pending escalation or additional customer cases

Open - On Hold: Indicates that there may be an Alternate Solution and that complete resolution would require invasive feature work which has not yet been scheduled for any future release

Open - Accepting Votes: Accepting Votes for Enhancements

Testing/Pending Release: Resolution is being tested - Scheduled to be fixed in an upcoming release

Pending Customer Reply: Defect is pending case reply sent to you. We need for you to provide feedback on the problem or for you to provide more information

Closed - Released in New Code Version: Defect resolution available on the upcoming NetSuite version. Upon upgrade to the new version of the NetSuite product that is when you will receive the resolution.

Closed - Released: The reported problem has been fixed and released to your account 

Closed - Available in New Bundle Version:  Fix has been released and is available in the latest version of the bundle

Closed - Not Reproducible: Your reported problem is no longer reproducible based on current information.

Closed - Duplicate: An existing defect for your reported problem was previously filed under a different number.  Your case has been reattached to the other defect.  Please see your case for the new defect number.

Closed - As Designed: It has been reviewed and decided that this defect is working as designed.  Support has contacted you to review and go over other options if available.

For product lines other than Bronto, OpenAir and NSPOS, view the issue resolution process here.