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Expected reaction and solution time related to bugs
Category | Category in case of security related bugs (CVSS v3) | Paid plugins ** | Free plugins ** |
|---|---|---|---|
General reaction time | n/a | 2 days | 3 days |
Critical and Major bug reaction time | >= 9 | 2 days | 3 days |
Critical and Major bug solution time* | >= 9 | 5 days | 7 days |
Minor bug reaction time | >= 4 | 3 days | 4 days |
Minor bug solution time* | >= 4 | 10 days | 15 days |
Trivial bugs reaction time | < 4 | 3 days | 4 days |
Trivial bugs solution time* | < 4 | 15 days | 20 days |
*) We can only influence the solution time of bugs which we have under our control. Bugs related to issues of the framework or the Atlassian application (e.g. Confluence) have no planned solution time. An acceptable work around counts as solution.
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We ensure that we fix all versions of our app to cover all Confluence versions (e..g. 7.3.x) published in the last 18 months. In most cases this means that we only have to fix the latest version of the appcurrently supported by Atlassian.
Solution time of feature requests
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We will ensure a compatibility with new Confluence versions typically within 8 10 working days after the release of a new Confluence version. In isolated cases it might take longercase of breaking changes (this typically happens e.g. from Confluence 8 to Confluence 9) we need up to 20 working days.
Definitions
Term | Definition |
|---|---|
Critical bug | the whole plugin cannot be used |
Major bug | major functions are not usable; the intended use cannot be achieved |
Minor bug | bugs where other (non major) functions are not usable; usability issues |
Trivial bug | all other bugs |
Reaction time | expected time until the first qualified action to identify the problem |
Solution time | expected time to solve the problem (a proper workaround is also rated as a solution) |