Done by team members and waiting to be closed.

Waiting on answers to questions, technically blocked by another system, …

Ask for someone or a team to check your work

Work In Progress - issue processed by team

Triage is done, with label, assignment, notification, etc…

We will address this as soon as possible regardless of limit on our team capacity.

We want to address this but may have other higher priority items

We don't have visibility when this will be addressed.

We will address this soon and will provide capacity from our team for it in the next few releases

Impairs non-critical functionality, or suitable workarounds exist.

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

Purely cosmetic or low / no impact to users.

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

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!

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 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 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 !

[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.

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