SLA - Raising bugs / Backlog feature requests

[thejoefriel]

Raising an issue

There are three different types of issues:

1. Bug -> Something isn't working as we think it should
2. Task -> Something Tempo require to be done within SLA time (e.g. deleting a user)
3. Discuss -> Potentially a task in the SLA that either Shannon Trust or Yalla want to discuss first

There are 4 priority levels to help us know how quickly to jump onto the task:

• Priority 1 -> ASAP - aiming for 24 hour resolution
• Priority 2 -> To resolve this week
• Priority 3 -> To resolve before the next SLA report
• Priority 4 -> Not urgent or important, something to keep in mind as a potential use of proactive time or if it is super simple to

How issues should be raised:

Shannon Trust responsibilities

• Create an issue in Github using the template depending on the type of issue (i.e. Bug or Feature request)
• Please provide us much detail as you can using the template on the issue provided
• If urgent (i.e. website has gone down) then also please email sla@yallacooperative.com

Yalla Responsibilities
Once an issue is raised in repository we will:

• Respond to you, letting you know that we have seen the issue and are looking into it
• (For Bugs) We will immediately assign someone from the team to investigate the issue
  • They will provide a written update on Github issue including:
  • Whether it is a bug
  • Next actions
  • Estimated time to resolve (if possible)
  • When an update will next be provided
• (For feature requests) We will discuss if you have surplus time and when you want the feature completed by
  • Our team if required will provide a time estimate so we can collectively decide when to tackle the feature (sometimes it might be that we need to build up some surplus time before tackling particularly big features)

On the resolution of issues:

Yalla responsibilities

• We will give the issue a 'fixed' tag and provide you a final update (if required) in the issue

Shannon Trust responsibilities

• Please test the issue
  • If you are happy it is resolved, then please close the issue
  • If not working or some other related issue, then please add a comment @'ing us