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Communication and response time expectations
The response time is simply the amount of time it takes for the support staff to respond to an is...
Procedures for issue prioritization and escalation
Issue prioritisation Once issues are received from users and recorded as tickets, they should be...
Channels for user support
The support process is initiated by users reporting issues or faults found in software systems or...
Definition of software support
Software support is provided to users after software has been deployed to Production and users ha...
Responsibilities of each role
a) End users responsibilities Report issues encountered on the software Request for enhanc...
Definition and description of key roles involved in software support and maintenance
The following roles are involved in the software support and maintenance process: End users – ...
Scope and applicability of the guidelines
This document covers guidelines for support, maintenance, software updates and patch management, ...
Overview of the software support and maintenance guidelines
Software support is reactive and covers activities to address urgent issues that arise from softw...
Purpose of the software support and maintenance guidelines
Software maintenance is carried out after a software product has been launched with the objective...
Requirement and Traceability Matrix
A Requirement Traceability Matrix (RTM) is tool that maps and traces user requirement with test c...
Review History
This document may be reviewed on daily basis on the corrective, adaptive, perfective or preventiv...
Test control
Test control is an activity that runs continuously during the test process to ensure that all pla...
Compliance and Audit
GoR institutions need to comply with these policies and guidelines of software testing by followi...
Project Lesson Learned workshops
Ensure there is a testing representative involved in any planned overall project lessons learnt...
Evaluation of test processes and test improvement (Continuous Improvement)
At each point of the software development lifecycle, including the go-live, the project team shou...
Statuses
Each test should be given one of the following statuses: Not Started - The test has not start...
Security Testing
When considering testing for any Projects or Changes, Test Managers / Test Leads / Team Leaders a...
Performance testing
Performance Testing checks if the application response is within the range defined by the team in...
Test Environment Management
All testing whether it is at Unit or User Acceptance Testing level is required to be conducted on...
Practical guideline on how to use test data
1) Use all combinations of valid and invalid data when testing2) Collect data using positiv...