Defect guidelines

The Iress Wealth team are committed to providing reliable and high-quality solutions. Occasionally, issues may arise that require attention to ensure your experience remains seamless.

During the course of support investigations, the Iress Wealth team may determine that a defect fix is required to resolve an issue. This typically occurs when the functionality presents an error or is not behaving in line with product specifications. Iress prioritises the resolution of defects based on severity and impact. Our severity definitions can be found here.

Resolving a defect

When a defect is identified, you can monitor the progress of its resolution in the Iress Connect Portal in the “request” or the "advanced reports" tabs . These items are differentiated by the request type “Manage defect” in the filter option.

Flow visible in the Iress Connect Portal

Below are the statuses and flow visible in the Iress Connect Portal. As these statuses change, you will also receive email notifications with further information on the next steps. There is no need to seek an update from the support or relationship team as these statuses will be updated as progress is made. 

If the issue is urgent, please call the Help Desk on 1300 1300 69 and the frontline support team will pass that information to the relevant teams for consideration.

Table1

Status definitions

The below table provides definitions for each progress status outlined in the above graph.

Status
Defect Identified Our support teams have identified that a defect is required to resolve an error or loss of functionality reported by you in the Iress Connect Portal as a “Service Desk Issue”

The Iress teams triage defects frequently and will assess the severity and impact of your issue. The Iress team will priortise high severity / high impact issues into an imminent release. Those defect fixes that do not present widespread impact or high severity, will be allocated to a release further into the future You will receive a reference number to use in future discussions if required and receive updates on progress and status on the Iress Connect portal
Impact assessment The defect is being assessed by Iress teams 
Short Term Backlog  The impact of the defect has been assessed as high and prioritised into the Iress short term backlog. This item will be planned for delivery in the near term. 
Long Term Backlog  The impact of the defect has been assessed as low and prioritised into the Iress long term backlog. This item will be planned for delivery into a future release not identified as yet. 
Declined There will be instances where the Iress team determines the severity and impact of the issue do not warrant the item be allocated for a fix in the Iress backlog. In these instances we will continue to monitor the item for assessment given new information on the impact of the item.
In Progress  The Iress engineering team is actively working on the issue for an imminent release 
Released  The defect fix has been released production release to address the error or loss of functionality. You will receive a notification of the version the fix has been delivered into in the Iress Connect portal.
Once released you will receive the fix based upon your update cadence. Please review your release version in the “About” section of your application. 
Resolved The status will then update to resolved after 14 days 

How to receive Defect fixes

The Iress Wealth teams release software updates periodically. When a defect fix is released, you'll receive a notification via Iress Connect with the version number. If you're on a bi-weekly upgrade schedule, the update will automatically be applied to your Xplan site within the following week.

You can cross-check the version you are on by looking in the preferences drop-down menu in Xplan and click on the “About” option and compare your current version against the defect fix version.

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