From a51c4d9e94f2e021108819c8a240ae01f80d778e Mon Sep 17 00:00:00 2001 From: Dylan Pulver Date: Tue, 6 Aug 2024 16:05:24 -0400 Subject: [PATCH 1/4] readme:add sla doc and readme backlink --- README.md | 6 ++++++ SLA.md | 59 +++++++++++++++++++++++++++++++++++++++++++++++++++++++ 2 files changed, 65 insertions(+) create mode 100644 SLA.md diff --git a/README.md b/README.md index 8a61b1f..bcd6c12 100644 --- a/README.md +++ b/README.md @@ -21,6 +21,7 @@ - [2. Log In or Register](#2-log-in-or-register) - [3. Running Your First Scan](#3-running-your-first-scan) - [Basic Commands](#basic-commands) +- [Service Level Agreement (SLA)](#service-level-agreement-sla) - [Detailed Documentation](#detailed-documentation) - [License](#license) - [Supported Python Versions](#supported-python-versions) @@ -74,6 +75,11 @@ Leveraging the industry's most comprehensive database of vulnerabilities and mal - `safety system-scan`: Perform a scan across the entire development machine. - `safety scan --apply-fixes`: Update vulnerable dependencies. +# Service Level Agreement (SLA) + +We are committed to maintaining a high level of responsiveness and transparency in managing issues reported in our codebases. This SLA outlines our policies and procedures for handling issues to ensure timely resolutions and effective communication with our community. + +- [Read our full SLA](./SLA.md) # Detailed Documentation Full documentation is available at [https://docs.safetycli.com](https://docs.safetycli.com). diff --git a/SLA.md b/SLA.md new file mode 100644 index 0000000..25ae41c --- /dev/null +++ b/SLA.md @@ -0,0 +1,59 @@ +# Service Level Agreement (SLA) for Issue Management + +We are committed to maintaining a high level of responsiveness and transparency in managing issues reported in our codebases. This SLA outlines our policies and procedures for handling issues to ensure timely resolutions and effective communication with our community. + + +## Response Times + +### Initial Acknowledgment +* Automated Reply: Upon submission of a new issue, an automated response is sent within minutes via GitHub Actions. +### First Human Response +* Response Time: A member of our team will respond within 24-48 hours to acknowledge the issue and provide initial feedback or request further information if necessary. +### Bug Triage +* Triage Time: Issues will be triaged within 72 hours to classify them appropriately (e.g., bugs, feature requests, questions). + +## Resolution Time +Goals: While we strive to meet these resolution times, they are goals and not hard promises. We will do our best to resolve: +* Critical Bugs: Within 1 week. +* High-Priority Bugs: Within 2 weeks. +* Medium-Priority Bugs: Within 1 month. +* Low-Priority Bugs: Within 2 months. +* Enhancements: Scheduled based on the project roadmap. + +## Priority Levels +* Critical: Issues that break core functionality or pose significant security vulnerabilities. +* High: Significant bugs affecting many users with possible workarounds. +* Medium: Bugs affecting a smaller subset of users or those with simple workarounds. +* Low: Minor bugs or cosmetic issues. +* Enhancements: Improvements and new features will be scheduled according to the project roadmap and community input. + +## Communication +### Status Updates +* Regular Updates: We strive to provide regular updates on the progress of unresolved issues and keep everyone informed of our progress. + +### Escalation Path +* Escalation: If an issue is not addressed within the expected timeframe, users can escalate the matter by tagging the assignee of the issue or contacting Dylan at dylan@safetycli.com. + +## Labels +To better organize and prioritize issues, we use the following labels: +* bug: Identifies a problem that needs to be fixed. +* considering: Indicates that the issue is under consideration. +* duplicate: Marks issues that have already been reported. +* invalid: Applied to issues that are not valid or relevant. +* enhancement: Suggests an improvement or new feature. +* question: Indicates a question or request for information. +* wontfix: Marks issues that will not be addressed. +* good first issue: Highlights issues that are suitable for first-time contributors. +Each label helps us to classify and prioritize issues effectively, ensuring that they are handled in a timely and organized manner. + + +## Procedure for Handling New Issues +1. Automated Acknowledgment: Upon issue submission, an automated message is sent to the reporter. +2. First Human Response: Within 24-48 hours, a team member will review the issue and provide initial feedback. +3. Triage: Within 72 hours, the issue will be classified into one of the priority levels. +4. Assignment: The issue will be assigned to the appropriate team member or team for resolution. +5. Status Updates: Regular updates will be provided to the reporter, especially at key milestones. +6. Resolution: The issue will be resolved within the timeframe specified for its priority level. +7. Closure: Once resolved, the issue will be closed, and the resolution will be documented for future reference. + +We value the contributions and feedback from our community and strive to foster a collaborative and responsive environment. Thank you for helping us improve and maintain the quality of our project. From 316d935bd230d4d6cd191c8d9dd33699cd0de1ba Mon Sep 17 00:00:00 2001 From: Dylan Pulver Date: Tue, 6 Aug 2024 16:19:06 -0400 Subject: [PATCH 2/4] readme:code-rabbit-fixes --- README.md | 4 ++-- SLA.md | 8 ++++---- 2 files changed, 6 insertions(+), 6 deletions(-) diff --git a/README.md b/README.md index bcd6c12..7e6c43f 100644 --- a/README.md +++ b/README.md @@ -21,7 +21,7 @@ - [2. Log In or Register](#2-log-in-or-register) - [3. Running Your First Scan](#3-running-your-first-scan) - [Basic Commands](#basic-commands) -- [Service Level Agreement (SLA)](#service-level-agreement-sla) +- [Service-Level Agreement (SLA)](#service-level-agreement-sla) - [Detailed Documentation](#detailed-documentation) - [License](#license) - [Supported Python Versions](#supported-python-versions) @@ -75,7 +75,7 @@ Leveraging the industry's most comprehensive database of vulnerabilities and mal - `safety system-scan`: Perform a scan across the entire development machine. - `safety scan --apply-fixes`: Update vulnerable dependencies. -# Service Level Agreement (SLA) +# Service-Level Agreement (SLA) We are committed to maintaining a high level of responsiveness and transparency in managing issues reported in our codebases. This SLA outlines our policies and procedures for handling issues to ensure timely resolutions and effective communication with our community. diff --git a/SLA.md b/SLA.md index 25ae41c..ae0fe85 100644 --- a/SLA.md +++ b/SLA.md @@ -1,4 +1,4 @@ -# Service Level Agreement (SLA) for Issue Management +# Service-Level Agreement (SLA) for Issue Management We are committed to maintaining a high level of responsiveness and transparency in managing issues reported in our codebases. This SLA outlines our policies and procedures for handling issues to ensure timely resolutions and effective communication with our community. @@ -32,11 +32,11 @@ Goals: While we strive to meet these resolution times, they are goals and not ha * Regular Updates: We strive to provide regular updates on the progress of unresolved issues and keep everyone informed of our progress. ### Escalation Path -* Escalation: If an issue is not addressed within the expected timeframe, users can escalate the matter by tagging the assignee of the issue or contacting Dylan at dylan@safetycli.com. +* Escalation: If an issue is not addressed within the expected timeframe, users can escalate the matter by tagging the assignee of the issue or contacting Dylan at [dylan@safetycli.com](mailto:dylan@safetycli.com). ## Labels To better organize and prioritize issues, we use the following labels: -* bug: Identifies a problem that needs to be fixed. +* bug: Indicates a problem that needs to be resolved. * considering: Indicates that the issue is under consideration. * duplicate: Marks issues that have already been reported. * invalid: Applied to issues that are not valid or relevant. @@ -49,7 +49,7 @@ Each label helps us to classify and prioritize issues effectively, ensuring that ## Procedure for Handling New Issues 1. Automated Acknowledgment: Upon issue submission, an automated message is sent to the reporter. -2. First Human Response: Within 24-48 hours, a team member will review the issue and provide initial feedback. +2. First Human Response: Within 24–48 hours, a team member will review the issue and provide initial feedback. 3. Triage: Within 72 hours, the issue will be classified into one of the priority levels. 4. Assignment: The issue will be assigned to the appropriate team member or team for resolution. 5. Status Updates: Regular updates will be provided to the reporter, especially at key milestones. From 9724aeedf3a62c41e3faaf393734b5a9603e1438 Mon Sep 17 00:00:00 2001 From: Dylan Pulver Date: Wed, 7 Aug 2024 15:41:01 -0400 Subject: [PATCH 3/4] readme:review updates --- SLA.md | 22 +++++++++++----------- 1 file changed, 11 insertions(+), 11 deletions(-) diff --git a/SLA.md b/SLA.md index ae0fe85..5605754 100644 --- a/SLA.md +++ b/SLA.md @@ -8,16 +8,16 @@ We are committed to maintaining a high level of responsiveness and transparency ### Initial Acknowledgment * Automated Reply: Upon submission of a new issue, an automated response is sent within minutes via GitHub Actions. ### First Human Response -* Response Time: A member of our team will respond within 24-48 hours to acknowledge the issue and provide initial feedback or request further information if necessary. +* Response Time: A member of our team will aim to respond within 24-48 hours to acknowledge the issue and provide initial feedback or request further information if necessary. ### Bug Triage -* Triage Time: Issues will be triaged within 72 hours to classify them appropriately (e.g., bugs, feature requests, questions). +* Triage Time: We will aim to triage within 72 hours to classify them appropriately (e.g., bugs, feature requests, questions). ## Resolution Time Goals: While we strive to meet these resolution times, they are goals and not hard promises. We will do our best to resolve: -* Critical Bugs: Within 1 week. -* High-Priority Bugs: Within 2 weeks. -* Medium-Priority Bugs: Within 1 month. -* Low-Priority Bugs: Within 2 months. +* Critical Bugs: Within 5 business days. +* High-Priority Bugs: Within 10 business days. +* Medium-Priority Bugs: Within 20 business days. +* Low-Priority Bugs: Within 40 business days. * Enhancements: Scheduled based on the project roadmap. ## Priority Levels @@ -32,7 +32,7 @@ Goals: While we strive to meet these resolution times, they are goals and not ha * Regular Updates: We strive to provide regular updates on the progress of unresolved issues and keep everyone informed of our progress. ### Escalation Path -* Escalation: If an issue is not addressed within the expected timeframe, users can escalate the matter by tagging the assignee of the issue or contacting Dylan at [dylan@safetycli.com](mailto:dylan@safetycli.com). +* Escalation: If an issue is not addressed within the expected timeframe, users can escalate the matter by tagging the assignee of the issue or emailing [engineers@safetycli.com](mailto:engineers@safetycli.com). ## Labels To better organize and prioritize issues, we use the following labels: @@ -49,11 +49,11 @@ Each label helps us to classify and prioritize issues effectively, ensuring that ## Procedure for Handling New Issues 1. Automated Acknowledgment: Upon issue submission, an automated message is sent to the reporter. -2. First Human Response: Within 24–48 hours, a team member will review the issue and provide initial feedback. -3. Triage: Within 72 hours, the issue will be classified into one of the priority levels. +2. First Human Response: Within 1-2 business days, a team member will aim to review the issue and provide initial feedback. +3. Triage: Within 3 business days, a team member will aim to classify the issue into one of the priority levels. 4. Assignment: The issue will be assigned to the appropriate team member or team for resolution. -5. Status Updates: Regular updates will be provided to the reporter, especially at key milestones. -6. Resolution: The issue will be resolved within the timeframe specified for its priority level. +5. Status Updates: We will aim to provide regular updates to the reporter, especially at key milestones. +6. Resolution: We will aim to resolve the issue within the timeframe specified for its priority level. 7. Closure: Once resolved, the issue will be closed, and the resolution will be documented for future reference. We value the contributions and feedback from our community and strive to foster a collaborative and responsive environment. Thank you for helping us improve and maintain the quality of our project. From e0f1f61f04da4b6842084ca8f39b2ddf3e37b76a Mon Sep 17 00:00:00 2001 From: Dylan Pulver Date: Wed, 7 Aug 2024 15:43:47 -0400 Subject: [PATCH 4/4] readme:review updates --- SLA.md | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/SLA.md b/SLA.md index 5605754..d5fc8b9 100644 --- a/SLA.md +++ b/SLA.md @@ -8,9 +8,9 @@ We are committed to maintaining a high level of responsiveness and transparency ### Initial Acknowledgment * Automated Reply: Upon submission of a new issue, an automated response is sent within minutes via GitHub Actions. ### First Human Response -* Response Time: A member of our team will aim to respond within 24-48 hours to acknowledge the issue and provide initial feedback or request further information if necessary. +* Response Time: A member of our team will aim to respond within 1-2 business days to acknowledge the issue and provide initial feedback or request further information if necessary. ### Bug Triage -* Triage Time: We will aim to triage within 72 hours to classify them appropriately (e.g., bugs, feature requests, questions). +* Triage Time: We will aim to triage within 3 business days to classify them appropriately (e.g., bugs, feature requests, questions). ## Resolution Time Goals: While we strive to meet these resolution times, they are goals and not hard promises. We will do our best to resolve: