Welcome to the Software Development Standard Operation Procedures Site

1. OVERVIEW
   
   

   This procedure defines the process for requesting support from the application development team. It includes how to request support, templates to gather business requirements and information on who to reach out to for next steps including expectations. To see all projects the Applications team is currently working on, please view the Project Dashboard

2. REQUEST TYPES
   
   
   1. New Development: Request for new development or enhancements to existing applications.
   2. Production Support: Support for production applications that are experiencing technical issues.
3. NEW DEVELOPMENT: REQUEST PROCESS STEPS
   
   
   1. Fill out and submit a Business Requirements Document (BRD).
   2. The Application Development team will review the BRD and adjust and/or make changes (if needed) to the document and send it back to the requesting party within 5 to 7 business days.
   3. Based on project requirements, the application team will determine scope, bandwidth, and estimated time required to complete the project.
   4. The applications director will then send the information to Spectrum leadership to determine priority.
   5. Once Spectrum leadership has reviewed, the applications director will inform the requestor on the next course of action.
4. PRODUCT SUPPORT: REQUEST PROCESS STEPS
   
   
   1. Fill out and submit a Change Request.
   2. The Application Development team will review the document and determine if a BRD is needed. If so, they will contact the requestor to inform them that a BRD is needed.
   3. Next, the application development team will examine the issue and determine the severity of the request.
   4. The Applications Director will reach out to the requestor for details on the application issue(s).
   5. Based on application issue(s), the application team director will determine resource and bandwidth need to resolve incident.
   6. The application director will let leadership know of the situation and incident status.
   7. Next, the team will attempt to identify a solution or workaround.
   8. The application director will inform all relevant parties and or stakeholders that the issue has been resolved or a workaround has been implemented.
5. SEVERITY FOR BUSINESS APPLICATION ISSUES
   
   Severity Level 1 (High-Offline/Substantially Degraded): 4 Business Hours Response Time
   
   Failure of major business application, resulting in the inability of a business to function or conduct any business activities. (i.e., total outage of primary business critical applications)
   
   
   • All users are impacted.
   • No acceptable workaround is available.
   • Loss of revenue is imminent.
   Severity Level 2 (Medium/Non-Critical): 1 Business Day Response Time
   
   Items that influence the ability of users and business to conduct normal business activities but are not business critical, or a temporary workaround can be put in place. (i.e... having difficulty, but operational or losing functionality on some parts of the application).
   
   
   • Some users were impacted.
   • Workaround available
   Severity Level 3 (Low General Question): 3 Business Day Response Time
   
   Limited business impact and workarounds are in place, or the issue is limited to single user impact. (i.e., Single user running into errors, cosmetic issues, or bugs).
   
   
   • Need documentation/information about a feature.
   • Bug is affecting a small number of users.