IT/SLA

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
Service Desk requests		8 hours	Service Desk support responds during business hours, Monday - Friday. The 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, essay writers writing service should assist you see the way out from academic papers completing embarrassment.
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