If a case is raised that is then later identified as a Bug in the software, an additional internal case is created and assigned to the Development Team.
That team assesses the complexity of the issue and will look to point out a workaround wherever possible whilst looking into how best to rectify the item raised.
Timescales for bug fixes differ to support timescales due to the potential complexity of the item taking into account other internal roadmap factors, the need to fully and extensively develop the required change, quality testing including full regression testing, before being deployed onto the live customer environment.
At the point which the item becomes resolved and deployment is in the next software release we will contact you via the original logged case, confirm resolution and close the case.