Break/Fix is a very specific type of problem and requires a special attention from QA and testing point of views.
I am trying to write down a procedure to handle break/Fix issues in testing organization.
Is anybody there who did something similar to my task?
Please share...
I think a structure of this document should include following sections:
Score, definition, roles and responsibilities, flowchart, enterance/ exit criterias, Initiation, reviewing, assignment, resolution, testing, escalation, closing, etc.
I will deeply appriciate if you help me by sharing your process doc.

Thank you,