How DEHA Handles Urgent Customer Bug Reports

In real world operations, unexpected issues can still occur. What truly matters is not the complete absence of defects, but how the team responds when problems arise.

At DEHA, we follow a clear three step process to handle urgent bug reports from customers, ensuring speed, stability and transparency.

Step 1: Classification and Impact Assessment Triage and Impact Analysis

As soon as feedback is received from the customer, QA immediately performs an initial assessment:

• Does the issue affect the entire system
• Does it impact a specific group of users
• Or is it only a display issue without affecting data

At the same time, QA collaborates with Developers to reproduce the issue in a simulated environment as quickly as possible.

The objectives of this step are:

• Identify the exact impact scope
• Assess the level of risk
• Provide feedback to the customer within 30 to 60 minutes

We confirm that the issue has been understood, the impact has been identified and the team is actively working on a solution. Early communication allows customers to proactively manage their business operations.

Step 2: Prioritizing Immediate Solutions Workaround vs Hotfix

In urgent situations, the priority is to maintain stable system operation.

If a complete fix requires more time, QA collaborates with Developers to propose a temporary solution known as a workaround in order to:

• Minimize service disruption
• Reduce financial risk
• Enable the customer to maintain business continuity

If an urgent fix release is required, QA performs intensive testing on critical business flows to ensure:

• The issue is resolved correctly
• No new defects are introduced under time pressure
• Related functions remain stable

We understand that under time constraints, the risk of introducing new issues while fixing existing ones is very high. That is why QA plays a strictly controlled role at this stage.

Step 3: Transparency and Root Cause Analysis Transparency and RCA

For Japanese clients, trust comes from transparency. Even after the issue is under control, the work does not stop.

QA works together with the PM to:

• Update the handling status at each stage
• Clearly communicate progress and solutions
• Ensure customers always understand the real time situation

Once the issue is fully resolved, QA is responsible for conducting Root Cause Analysis to clearly answer three key questions:

1. Why did the issue occur
2. Why was it not detected during previous testing
3. What improvements will be made to prevent recurrence

The results of this analysis are fed back into the process and test cases to strengthen the quality control system for future releases.

What Customers Receive When Working with DEHA

When partnering with DEHA, customers receive more than just a bug fixing team. They benefit from:

• Fast and clear responses
• Structured risk assessment
• Solutions that prioritize business continuity
• A strong commitment to continuous improvement

True confidence does not come from having no defects at all, but from having a clear and reliable process for control and continuous improvement behind every system.