Processes
Support & triage
How bugs and service requests are triaged and assigned.
Intake channels
- Linear issues created directly.
- Linear Asks (Slack).
- Zendesk -> Linear integration.
- Bugs and service requests may be created outside engineering and routed into triage.
Triage owners
- Jacob Davis
- John Thomas
Cadence
- Triage occurs daily.
SLAs
- High-priority bugs: 7 days.
- High-priority service requests: 24 hours.
- Urgent issues: 24 hours.
Workflow
- Confirm severity and priority.
- Apply the correct Type label and scope estimate.
- Assign an owner and slot into a cycle or backlog.
- Communicate status and next steps in the issue.
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