Emergency changes to the product follow the same procedure as described in our article titled "Change management procedures and system development methodology" but with priority to “top urgent” issues.
Our development team follows a service-level agreement (SLA) in which top urgent issues are identified as “hot fixes.” These hot fixes are isolated and follow planning, development, testing, documentation, and production workflows as prescribed in the workflow described above. Rather than adhering to a two-week sprint, hot fixes are addressed as quickly as possible - ideally, at the end of the day at the latest.
We identify the following scenarios as top urgent issues:
Users are unable to access Indigo.
The entire platform is down.
Users cannot access their payrolls or direct credits.
Users cannot access their Indigo Employee Portal.
Our “hot fix” procedure acts as our patch management procedure.