What is a Defect?

Defect: Any functionality/feature that is not working as per the expectation

requirement defined in the approved functional specification document or end-user
expectations (which may not be specified but are reasonable). These are
categorized as defect, only when it is reproducible without any of the following
factors playing a negative impact.
Environment: The environment set up in terms of resources and parameters are in
place, as needed by the application to perform.
Data: The data in the environment is maintained as per the functionality need of the
application.
Configuration/Setup: The application specific configurations and set up parameters
are maintained as per the requisites defined for the application to perform.

What is not a Defect?

Any functionality issue that is raised and gets attributed to one of the following:
1. Functionality that is not recorded in the functional specification document.
2. Environment, configurations, set up not maintained/defined as required.
3. Hardware or software issues in the environment causing the feature to work
negatively.
4. Data maintenance and set up in the environment affecting the working of the
functionality
5. Performance issues/delays affecting the functionality, due to any specific
issue on the environment.
6. Functionality works fine but the Issue is raised due to lack in understanding of
the functional details.
7. Feature requests that are not part of the delivered scope.
8. Additional help requests for data corrections or data handling, that is not part
of the scope.
9. Functional failures that are not reproducible by the functional team.

How is cycle time measured?

The measurement of time taken to solve the defect is to start after the defect is
submitted to the MSI offshore team and the team is in during the IST time. The time
is to be calculated till the time the fix is confirmed back to the GECC team after the
fix has been passed by MSI QA team internally. If there is a reopen during testing,
then, the time after the reopen, till the issue fix confirmation is accounted in the
cycle time.
The following time gaps are not to be accounted:

Time between the EST time submission and the offshore team being into
office
Time elapsed when the ticket is passed back to Business team, for requiring
additional information on the defect till the information is provided and
assigned back to MSI team.
Wait time delays caused due to non-availability of access
Time delays caused due to unavailability of App Support team for
investigating issues on the GECC environment
Time delays caused in providing the requested logs and details from the
GECC environment for investigation
Time delays caused due to availability issues from the Business team, for
replicating or providing information pertaining to the defect.
Time delay in promoting the fix to GECC environment(s), after the
confirmation of the fix.
Time elapsed till the issue is promoted to production.