Understanding defect levels helps teams properly categorize, prioritize, and resolve issues. Here’s a detailed breakdown with real-world examples from e-commerce (using Myntra as reference):
1. Defect Classification by Level
| Level | Definition | Responsible Role | Documents Required | Myntra Example |
|---|---|---|---|---|
| Critical | Blocks core functionality/system crash | QA Lead + Dev Manager | Incident Report, Crash Logs | Payment gateway failure during checkout |
| Major | Key features not working as expected | Senior Developer | Bug Report with Reproduction Steps | “Add to Cart” button non-functional |
| Moderate | Partial functionality loss | QA Engineer + Developer | Test Case Failure Documentation | Product filters not sorting correctly |
| Minor | Cosmetic/low-impact issues | Junior Developer | UI Snapshot, Style Guide Reference | Misaligned text in footer |
| Trivial | Typos/very minor UI glitches | Frontend Developer | Change Request Form | “Shoses” instead of “Shoes” in category |
2. Detailed Explanation of Each Level
A. Critical Defects (Level 1)
Impact: System outage or data loss
Resolution Time: Immediate (within 24 hours)
Process:
- QA files incident report with stack traces
- Dev ops team is alerted via PagerDuty
- Hotfix deployment with rollback plan
Example:
- Scenario: Myntra’s order database not updating after payments
- Action:
- QA attaches payment gateway logs
- Database admin restores backup
- Dev team patches SQL transaction bug
Documents:
- Incident report (Root Cause Analysis)
- Server/application logs
- Hotfix deployment checklist
B. Major Defects (Level 2)
Impact: Core feature failure
Resolution Time: 2-3 days
Process:
- Detailed bug report with video evidence
- Added to current sprint backlog
- Requires regression testing after fix
Example:
- Scenario: Wishlist items disappear after app restart
- Action:
- QA records screen video
- Mobile dev fixes local storage issue
- Testers verify across iOS/Android versions
Documents:
- JIRA/Bugzilla ticket with attachments
- API response samples (if applicable)
- Regression test plan
C. Moderate Defects (Level 3)
Impact: Workaround exists but degrades UX
Resolution Time: Next release cycle
Example:
- Scenario: Size guide shows incorrect measurements for jeans
- Action:
- QA attaches product catalog data
- Backend team corrects size chart API
- Verified in staging before production
Documents:
- Test data sheets
- API specification updates
- Staging verification report
D. Minor Defects (Level 4)
Impact: Visual inconsistencies
Resolution Time: Can wait for major releases
Example:
- Scenario: Heart icon misaligned on product cards
- Action:
- UX designer provides corrected margins
- Frontend dev updates CSS
- Visual QA sign-off
Documents:
- UI screenshot with annotations
- Style guide compliance form
- CSS change log
E. Trivial Defects (Level 5)
Impact: Doesn’t affect functionality
Resolution Time: Batched with other minor fixes
Example:
- Scenario: “Shippng” typo in order confirmation email
- Action:
- Content writer submits correction
- Added to next email template update
Documents:
- Content change request
- Localization spreadsheet update
3. Defect Level Workflow Example (Myntra Case)
Defect: “Apply Coupon” button fails during flash sale
- Identification:
- QA engineer finds issue during load testing
- Classifies as Critical (direct revenue impact)
- Documentation:
- Files JIRA ticket with:
- Load test results (5000 concurrent users)
- Payment gateway error logs
- Screen recording
- Resolution:
- Dev ops scales up coupon service containers
- Backend team optimizes database queries
- Fix deployed with 1-hour monitoring
- Verification:
- QA retests with 2x expected traffic
- Finance team confirms no order losses
- Ticket marked Closed with post-mortem report
4. Key Documents for Defect Management
| Document | Used For | Template Components |
|---|---|---|
| Incident Report | Critical defects | Timeline, Impact, RCA, Resolution Steps |
| Bug Report | Major/Moderate defects | Steps to Reproduce, Expected vs Actual |
| Test Case Failure Log | All defects | Linked test case ID, Environment details |
| Regression Test Checklist | Post-fix verification | Affected areas, Test data versions |
| Defect Trend Analysis | Monthly quality reports | Severity distribution, Reopen rates |
5. Best Practices for Defect Level Management
- Clear Classification Guidelines
- Maintain a shared severity matrix (e.g., “Any checkout failure = Critical”)
- Escalation Protocols
- Critical defects: Immediate Slack/Teams alert to managers
- Major defects: Daily standup updates
- Documentation Standards
- Always include:
- Environment (iOS 15.3, Chrome v102)
- Timestamp of occurrence
- Business impact (e.g., “15% cart abandonment”)
- Review Process
- Weekly defect triage meetings to reclassify if needed
6. Real-World Priority vs Severity Scenario
Situation at Myntra:
- Critical Severity: Address validation API failing for 0.1% pincodes
- Major Severity: “Trending Styles” carousel broken for all users
Decision:
- Higher Priority: Carousel fix (visible to all users daily)
- Lower Priority: Niche API fix (scheduled next release)
Why? Business impact > technical severity in this case
Conclusion
Proper defect level classification:
Ensures critical issues get immediate attention
Prevents developer overload from minor bugs
Provides data for quality trend analysis
Pro Tip:
“Treat defect levels like hospital triage – not all patients need the ER, but all need proper care.”
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