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• Definition
  • Change Request is a formal Request for Change of an SOS product by a user. The requested change can be a new feature or an improvement.
  • Bug Reports are applied created if the behavior of SOS software products is different from its documentation.
• Resources
  • Change Requests and Bug Reports are added by users using public Support Resources.
  • Change Requests and Bug Reports are added by customers using the private SOS Ticket System.

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• Change Requests and Bug Reports can be submitted at any time by users and by customers:
  • Users
    • can submit Change Requests and Bug Reports using our public Support Resources and
    • will receive a feedback either by the community or by SOS.
  • Customers
    • can add Change Requests and Bug Reports to the private SOS Ticket System and 
    • will receive a review of their request/report by the SOS Support Team and
    • will receive a release assignment for accepted Change Requests and Bug Reports.
• Change Requests and Bug Reports are subject to a workflow that includes steps for
  • Specification of a Change Proposal: this step is performed with the Change Management System.
  • Acceptance of Change Proposal: this step is performed with the Change Management System.
  • Adoption of Changes: this step is performed with the GitHub Source Code Repositories
• Triage
  • The nature of a Change Proposal being a Change Request or a Bug Report is decided on by SOS when completing the specification of the Change Proposal.
  • For Bug Reports the following policy applies:
    • Bugs are immediately analyzed to identify the scope and risk related to a problem.
    • Bug-fixes are added to the next maintenance release of any software product branches under maintenance.
    • In rare cases a bug-fix can be denied for an LTS maintenance release should the bug-fix require a change that breaks compatibility or that exceeds the scope acceptable for modifying source code of LTS releases.
  • For Change Requests the following policy applies:
    • Change Requests are specified to a Change Proposal that is agreed on between the user/customer and SOS.
    • The following options apply when deciding about implementation of a Change:
      • If the Change Request is related to a vulnerability then SOS will apply the Change with the next available release.
      • If the Change Request is voted for by users/customers and if a substantial number of votes becomes apparent then SOS will assign the Change Request a future release.
      • If the Change Request is paid by a customer then the customer can decide about assignment to a release.
      • If none of the above applies then the Change Request remains in place for future community feedback but is not assigned a release.
• Implementation
  • When a Change is implemented then the Release Policy - Feature Life Cycle Management applies that updates the status of a Change with the Change Management System.
  • Any modifications of the software product due to a Change are visible from the GitHub Source Code Repositories.

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