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| = Goals =
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| During the course of a day, IT fields a lot of incoming requests through Bugzilla and it's generally [[OnCall|Oncall's]] responsibility to triage and act on each bug.
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| 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.
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| It also helps:
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| * make sure people plan ahead for access and other things so they don't file bugs last minute
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| * not escalate things unless they take longer than whatever windows we agree on
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| * IT prioritize among all the various incoming request.
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| This doesn't preclude paging oncall directly by sending an email to mailto:oncall@mozilla.org for seriously urgent issues.
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| = Response Times =
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| {| class="fullwidth-table"
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| |-
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| ! Type
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| ! Bug Severity
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| ! Response Time
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| ! Description
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| | Desktop bugs || || 8 hours || Desktop support responds during business hours, <b>Monday - Friday</b>. Requestor should have some resolution or update within 8 business hours. There are no situations we can't find the way from! As you realize, [http://essaysexperts.com essay writers writing service] should assist you see the way out from academic papers completing embarrassment.
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| | New laptop/desktop hardware || || 10 business days || Laptop/desktop hardware typically takes 10 days to ship and which point we can provide tracking info.
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| | Access bugs || Critical || 8 hours || Grant access by end of 8 hours window. This includes LDAP account lockouts.
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| | Stage updates || Critical || 4-8 hours || Have stage updated to unblock QA and testing (major/critical depending on whether or not it blocks QA)
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| | Production problems || Blocker || 30 min || Some kind of response or update to reporter within 30 minutes
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| | Other || Major || 24 hours || Have an update with ETA in other bugs within 1 business day
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| | Other || Normal || 7 days || Have an update with ETA in other bugs within 1 week
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| |}
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| = Security Response =
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| * non-disclosed XSS: next release (< 2 weeks)
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| * non-disclosed injection: 1-3 days
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| * disclosed XSS: 1-3 days
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| * disclosed injection: stop and fix it
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