To ensure a consistent and streamlined experience, we follow a defined approach for handling support cases that are confirmed to be product-related issues requiring a development-level fix.
This process applies when:
The issue has been confirmed as a product challenge by our development team.
A formal fix or no-fix response has been provided by the development team.
If support raises a ticket with development to assist in investigating a reported issue, this process does not apply. In those cases, the support team will continue to own the case and guide any next steps.
Development responses
Development response | Process | Support case action |
Investigating | While our development team is assisting with investigating the raised challenge, we will provide regular updates on our progress in line with the established priority of the support case. Where the investigation is in a queue for any reason, we will provide a timescale on when the investigation is likely to begin. | Support case remains open |
Deferred | Where our development team have accepted the raised issue, and would like to perform a further investigation into the matter. However, the issue has not been deemed as critically impacting the system, and so will not be prioritised for a fix in imminent releases. | Support case marked as resolved |
Review in September | The issue has been deemed as non-critical, and our development intends to review the raised issue again in September 2025to provide a fix/deferred/no fix response. |
|
No Fix | Where our development team has confirmed the raised challenge will not be fixed, we will provide this confirmation to you in writing. This decision remains active for 6 months and cannot be re-raised for consideration for this duration. |
|
Fix | Where our development team has confirmed the raised challenge will be fixed, we will provide this confirmation to you in writing. |
|
Please note that whilst support will mark cases as resolved in some scenarios as indicated in the table above, this does not mean that the issue is necessarily closed from a development perspective (unless confirmed as No Fix).
Tracking your resolution
Where we have confirmed a fix will be made available to address the challenge you have raised, we will provide you with a unique reference which can be used to search on via our release notes portal.
The release notes will always contain the reference number for all fixes and improvements made, which you can search on using CTRL + F on your keyboard to check if the fix has been released for your challenge.
Example
When a support case is linked to a known product issue, we’ll provide a unique reference code (e.g. BUG12345678) so you can track its status in our release notes.
To check whether a fix has been included:
Log in to our release notes portal.
In the top-left, set the product filter to SelectHR.
Open the latest release notes (this will always appear at the top of the list).
Press CTRL + F on your keyboard.
Enter the reference code provided (e.g. BUG12345678).
If the reference appears, you’ll be able to view its status and any associated updates.
If no results are returned, the fix is not included in the current release, we recommend checking again in the next update.
Release schedule
Updates for SelectHR Evo are released monthly.
For v4.0, our development team produces fix releases every quarter, using the Access Financial Year calendar.