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Priorities and SLO
Priority
SLO
Timeline
Criteria
P0
Immediate response, even after hours. Fix ASAP. If multiple days of work, update every day.
These bugs are release blockers
If these bugs are already in Prod, their fix warrants an emergency hotfix push
Immediate
Critical business contract agreements are violated (such as SLAs, RTO, RPO, etc)
Core business features are completely broken for all users and/or select critical impact users
Core business feature breakage that is blocking big marketing pushes/launches
Security defects involving
known attacks that impacts the availability or confidentially of customer data or compromise of our platform
accidental leakage of information or accidental leakage of customer data.
P1
Should be investigated and mitigated within 1 week
If these bugs are already in Prod, they might not warrant an emergency hotfix but the fix should go into the next available release
1 week
Core business features are significantly impacted
Core business features are degrading and might soon impact all users and/or select critical impact users
Core business features are degraded for a significant number of users
Security defects that can potentially
impact the availability of our entire service (DoS vulnerabilities)
disclose user data to unauthorized users (Information Disclosure across users/tenants)
compromise our service (Elevation of Privilege)
P2
Get it fixed within 6 weeks but not interrupting current work
6 weeks
Business features are impacted but not hindered for a large number of users
P3
We seriously aim to get it fixed within 6 months.
OR
This is a real bug but we will not be able to prioritize it. Immediately mark as Will not Fix (Closed) during triage
6 months
Functionality issues that are not working as intended (such as cosmetic errors)
There are no rows in this table
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Status
Index
Status
Description
Closes Bug
Is untriaged
1
Unacknowledged & Untriaged
New bug, have not been acknowledged (or triaged) by team yet. Bugs get acknowledged within 24h to identify issues that cannot wait until triage.
2
Untriaged
New bug, the team acknowledged the bug belongs to them and is not a P0 but not yet fully triaged
4
Not Started
This Bug has been triaged by the team responsible for fixing it, and it is assigned to an engineer. But the work on fixing it has not yet started
5
In Progress
The engineer assigned has started to work on fixing the bug.
6
PR Merged (Code Complete)
The code for fixing the bug is complete and the last PR has been merged, but still pending push
8
Fixed (Closed)
The bug fix has gone out in production and is live.
9
Blocked
Something major has gotten into the way of fixing the bug and we expect the SLO to be violated
10
Duplicate (Closed)
This bug is a duplicate of another already filed bug. We are closing this one.
11
Could not Reproduce (Closed)
The bug could not be reproduced and is considered closed.
12
Working as Intended / Not a Bug (Closed)
This is not a bug but rather working as intended.
13
Will not fix (Closed)
This is a bug but we deem it too low priority/impact to be able to commit to fixing it within 6 months.
14
Filed as Feature Request (Closed)
​
20
Untriaged, needs info
Triage for this bug cannot complete because information is needed.
There are no rows in this table
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Source
Source
Description
Internal
Found internally
Customer
Found by a customer
QA
Found by QA
Compliance or Security Audits
Found via compliance or security audits
Alert
Found via monitoring alerts
HackerOne
​
Pentest
​
There are no rows in this table
⁠

Environment
Environment
Prod
Staging
Head
There are no rows in this table
⁠
Repro'd in Browser/Device/OS
Browser/Device/OS
Chrome
Safari
Firefox
Edge
Arc
Chromium
iOS Mobile App
Android Mobile App
Mobile Browser
Mac OS
Windows OS
Linux OS
Vivaldi
Brave
There are no rows in this table
⁠

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