Maintenance Classifications
To ensure clarity around how we prioritise and resolve maintenance items, we use the following classification levels.
Please note: Maintenance does not include any works relating to tickets deemed highest and high priority. Highest and high priority tickets are those causing an immediate impact under the following criteria:
Impacting multiple customers in a way that affects:
• The ability for members to carry out standard activities
• The ability for impacted customers to carry out critical activities
• Customer revenueImpacting the daily revenue of a single customer, where it has been confirmed that the disruption is caused by a defect in the Membes system (not an external factor such as third-party software).
Impacting a single customer in a way that affects:
• The ability for the impacted customer to carry out critical activities
Level 1 – High Priority Maintenance
What it means:
This task has been identified by our technical team as high priority maintenance. Work on this will commence within 1-2 business days from review by the technical team, and we aim to have a resolution within 5-10 business days.
Why does it take 5-10 business days?
High-priority maintenance items are treated urgently; however, software bug fixes or changes follow a structured process to ensure system stability:
Review & Diagnosis – Our developers analyse the issue and determine the root cause.
Solution Development – A fix is coded by a developer.
Testing & Quality Assurance – The solution is rigorously tested to ensure it does not affect other parts of the platform.
Release Cycle Deployment – Finally, it is included in our weekly release cycle for deployment to the live environment.
This ensures that fixes are robust, safe, and beneficial to all users.
Examples of Level 1 tasks include:
Urgent bugs impacting critical workflows, that are outside of the tickets deemed urgent criteria above
Assistance with complex data imports
Custom certificate setup or updates
Level 2 – Medium Priority Maintenance
What it means:
This task is deemed medium priority. It will be actioned within the next 10-30 business days.
Why this timeframe?
Medium-priority tasks are important but do not critically affect day-to-day operations. These items follow a similar software fix process as Level 1 (review, development, testing, deployment) and may be grouped with other related tasks to maximise development efficiency.
Examples include:
Minor bugs with simple workarounds
Custom cerificates
Level 3 – Low Priority Maintenance
What it means:
This task has been classified as low priority maintenance and will be updated in a future release.
Why this timeframe?
Level 3 items are issues that do not impact the functionality of Membes AMS for multiple customers or affect day-to-day operations. In many cases, these items may require updates as part of a broader module enhancement rather than standalone fixes.
Examples include:
Cosmetic changes with no functional impact
Minor improvements
Tasks requiring to be added to larger module upgrades for proper implementation
Why do we classify maintenance this way?
Prioritising maintenance ensures that issues impacting critical association operations are resolved promptly, while improvements that are important but non-critical are scheduled efficiently. This structured approach protects system stability and delivers the most value to all customers.
Please note: The classification level of any maintenance ticket is determined solely by the Membes team based on our established criteria. Classification decisions are final and not subject to external input or adjustment.