On May 8, 2012 10:07 p.m., "<a href="mailto:thomas@redhat.com">thomas@redhat.com</a>" <<a href="mailto:thomas@redhat.com">thomas@redhat.com</a>> wrote: > > On 05/08/2012 02:17 PM, Grzegorz Witkowski wrote: >> >> I also got confused. With a support there is a SLA and engineer would >> often open a bugzilla with no SLA. > > > Sorry, should have been more clear. BZ's are used by engineering for bug tracking. Sometimes those bugs are filed as a result of a community member filing them (and thank you for doing so), others are filed by internal Red Hat folks. In neither case is there an SLA *on the bug* > > >> Logically then SLA is negated. Am I missing something? > > > There is no SLA *on the bug* - the ticket may have an SLA guaranteed, but the resulting BZ does not. Do you see the difference? > > >> Basically that also gives an impression that as long as there is no case >> open by supported customer RH does not really bother if there is a >> problem reported by community. > > > Not the case at all! I don't have access to any metrics (I'm in an airport restaurant right now), but we fix a LOT of BZs filed by non-paying community members! > > To be sure, BZs are prioritized, and customer business-impacting problems attached to support tickets with SLAs are going to take higher priority than low-impact BZs where there is a small impact and/or an easy workaround. I think that's reasonable - if you have an outage that's affecting your ability to run your company, I think you'd want our engineers focusing on that. I think you'd want a BZ which is reporting an annoyance or a low-impact issue to take the back seat. > > > > Maybe it should be reported back to >> >> Fedora to get it fixed there first and then maybe it'll make through to >> RHEL? > > > Not a bad idea, although certainly not a requirement. Because Fedora is so fast moving, it may be that bugs would be easier to squash there. > > The bottom line is, if you have an outage which is affecting your business, BZ is not the best place to ask for help. Open a ticket with our support folks so there is a real SLA around it. > > Make sense? > > Please let me know if I can answer any other questions! > > TC > -- > Thomas Cameron, RHCA, RHCSS, RHCDS, RHCVA, RHCX, CNE, MCSE, MCT > Chief Architect, Central US & Canada > 512-241-0774 office 512-585-5631 cell 512-857-1345 fax > <a href="http://people.redhat.com/tcameron">http://people.redhat.com/tcameron</a> > > For the 5th year running, JBoss leads in customer satisfaction: > <a href="http://www.jboss.com/pdf/customer_satisfaction.pdf">http://www.jboss.com/pdf/customer_satisfaction.pdf</a> > > _______________________________________________ > rhelv6-list mailing list > <a href="mailto:rhelv6-list@redhat.com">rhelv6-list@redhat.com</a> > <a href="https://www.redhat.com/mailman/listinfo/rhelv6-list">https://www.redhat.com/mailman/listinfo/rhelv6-list</a> Hi Thomas, That absolutely makes sense now. Thank you for your prompt answer and clarification. Kindest regards, Grzegorz Witkowski