- SOS is open to Change Requests from users of its software products..
- Users can suggest Change Requests at any time using public resources, see Support Resources.
- Customers can ask for consideration of Change Requests for specific releases.
- SOS accepts Bug Reports from users of its software products.
- Planning and tracking of Change Requests and Bug Reports is performed by SOS.
- Change Requests, Bug Reports
- Change Proposals
- Public JIRA Change Management System
- For SOS products we distinguish between the following types of Changes:
- Changes in the Software (Features, Improvements, Bug-fixes): such Changes are subject to the Change Management Process and require communication with SOS in order to be implemented.
- Changes in the product configuration: such Changes might not require any support from SOS if the know how is in-house with the user. This type of Changes is not subject to a Change Management Process but is handled within the scope of Configuration Management.
Change Requests / Bug Reports
- 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 created if the behavior of SOS software products is different from its documentation.
- A Change Proposal is a joint document that is accepted by both the user/customer and by SOS and that is added to the public Change Management System.
- Change Requests
- Change Proposals are based on requirements, therefore they are the result of a Requirements Management Process.
- Change Proposals specify the functionality of a Change, for example what functionality a new feature will provide, not how the feature will be implemented.
- Change Proposals include an estimate of effort by SOS.
- Bug Reports
- Change Proposals are targeted at re-establishing the functionality as specified with the documentation.
- Change Proposals are added to the public Change Management System.
Change Management Process
- Change Requests and Bug Reports can be submitted at any time by users and by customers:
- can submit Change Requests and Bug Reports using our public Support Resources and
- will receive a feedback either by the community or by SOS.
- 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
- 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.