User:Mrz
From MozillaWiki
| matthew zeier | |
|---|---|
 | |
| Personal Information | |
| City: | Dublin, CA |
| Country: | US |
| Mozilla-specific Information | |
| Wiki-Username: | Mrz |
| Bugzilla-Mail: | mrz@mozilla.com |
| Mentor: | User:Ppapadeas |
| Miscellaneous Information | |
| private Mail: | mrz@mozilla.com |
| GPG-Key: | {{{gpg}}} |
| Website: | matthew's Website |
| Twitter: | mozmrz |
| Identi.ca: | {{{identi.ca}}} |
| Jabber: | {{{jabber}}} |
| IRC: | {{{ircnick}}} on irc.mozilla.org in |
| {{{ircchannels}}} | |
Background
I orchestrate a skilled group of sysadmins, network engineers & desktop support folk all in the support of advocating Mozilla's mission.
Events
List events that you have attended (update it frequently!)
Monthly reports
Here are the monthly reports of this user:
| Month | Report |
|---|---|
| October 2011 | Mrz report October 2011 |
- Property "Gpg" (as page type) with input value "{{{gpg}}}" contains invalid characters or is incomplete and therefore can cause unexpected results during a query or annotation process.
- Using "identi.ca" as property chain is not permitted during the annotation process.
- Property "Jabber" (as page type) with input value "{{{jabber}}}" contains invalid characters or is incomplete and therefore can cause unexpected results during a query or annotation process.
- Property "Ircnick" (as page type) with input value "{{{ircnick}}}" contains invalid characters or is incomplete and therefore can cause unexpected results during a query or annotation process.
Goals
During the course of a day, IT fields a lot of incoming requests through Bugzilla and it's generally Oncall's responsibility to triage and act on each bug.
We use the bug severity to help determine how quickly we need to respond to certain requests. This is useful to help set expectations for both you and for IT.
It also helps:
- make sure people plan ahead for access and other things so they don't file bugs last minute
- not escalate things unless they take longer than whatever windows we agree on
- IT prioritize among all the various incoming request.
This doesn't preclude paging oncall directly by sending an email to mailto:oncall@mozilla.org for seriously urgent issues.
Response Times
| Type | Bug Severity | Response Time | Description |
|---|---|---|---|
| Desktop bugs | 8 hours | Desktop support responds during business hours, Monday - Friday. Requestor should have some resolution or update within 8 business hours. | |
| New laptop/desktop hardware | 10 business days | Laptop/desktop hardware typically takes 10 days to ship and which point we can provide tracking info. | |
| Access bugs | Critical | 8 hours | Grant access by end of 8 hours window. This includes LDAP account lockouts. |
| Stage updates | Critical | 4-8 hours | Have stage updated to unblock QA and testing (major/critical depending on whether or not it blocks QA) |
| Production problems | Blocker | 30 min | Some kind of response or update to reporter within 30 minutes |
| Other | Major | 24 hours | Have an update with ETA in other bugs within 1 business day |
| Other | Normal | 7 days | Have an update with ETA in other bugs within 1 week |
Security Response
- non-disclosed XSS: next release (< 2 weeks)
- non-disclosed injection: 1-3 days
- disclosed XSS: 1-3 days
- disclosed injection: stop and fix it
