Used for issues migrated from the old bugzilla instance.

Provisioning (Account; Project; vserver; code restructuring), Enhancement (Requesting new software; site improvements; etc)

[Tier 3](https://gitlab.eclipse.org/eclipsefdn/helpdesk/-/wikis/IT_SLA#tier-3-next-business-day): service down; and: non-blocking requests.

[Tier 2](https://gitlab.eclipse.org/eclipsefdn/helpdesk/-/wikis/IT_SLA#tier-2-best-effort): service down, and: password reset; signing, permissions preventing commit & unable to commit; other issues blocking an individual committer or project.

[Tier 1](https://gitlab.eclipse.org/eclipsefdn/helpdesk/-/wikis/IT_SLA#tier-1-critical): service down - Prevents work, causes data loss, affects many users, and/or has no workaround.

We don't have visibility when this will be addressed. Response time (webmaster hours) Within next 5 business days ! Response time (outside webmaster hours) Within next 5 business days! Other enhancement : Best Effort !

We want to address this but may have other higher priority items. Response time (webmaster hours) Within 4 hours ! Response time (outside webmaster hours) Within next business day !

We will address this soon and will provide capacity from our team to deal with. Response time (webmaster hours) Within 2 hours! Response time (outside webmaster hours) Strategic Members: Upon notification Others: next business day !

We will address this as soon as possible regardless of the limit on our team capacity. Response time (webmaster hours) Immediate!, Response time (outside webmaster hours) Upon notification!

Prevents work, causes data loss, affects many users, and/or has no workaround.

Purely cosmetic or low / no impact to users.

Severely degrades major functionality or product features, with no satisfactory workaround.