Each Replicated customer gets their own private replicated-collab repo in GitHub. This repo provides the ability to track your outstanding feature requests, bug reports, and support issues.
Vendors should file new requests for support or product features via the Vendor Portal at https://vendor.replicated.com/support. There is a detailed post that overviews that process here.
Filing an issue or request via Vendor Portal will automatically create a tracking ticket in your replicated-collab repo, linked to a corresponding ticket in the internal Replicated backlog system.
Support issues are quickly reviewed by Replicated Support Engineers. Feature requests and bug reports are triaged by our Product Managers and Engineering Managers, typically on a weekly basis.
Your GitHub feature request or bug report linked issue will remain open as long as the associated ticket is still open in the Replicated backlog. When you comment directly on that open GitHub issue, the comment is automatically piped to the linked Replicated internal ticket as well, ensuring that one or more Replicated product or engineering managers will be notified of your comment/question.
The status of these open GitHub issues are automatically updated when the associated internal Replicated ticket is moved to “In Development” or “Completed”. Completed issues will have the product component version number the fix or feature was delivered in.
Closing a feature request or bug report issue should occur when the feature is completed or the bug is fixed. Issues may sometimes also be closed due to the age of the issue (see backlog hygiene process below).
Support escalation related issues are purposely focused on resolving a specific problem. Once that escalated issue has been resolved, the support issue will be closed in GitHub. In some cases, a support issue may generate one or more follow up product feature requests or bug reports. These related feature requests or bug reports will get their own GitHub issue for tracking purposes which will remain open until the request is resolved.
If you have any other questions on this process, feel free to reach out to us in your shared slack channel.
Reference: Replicated’s backlog hygiene process - We semi-regularly run an archive process to identify outstanding issues that were created more than 1 year ago, and have had no meaningful activity or interaction for 6 months or longer. Given these issues are typically duplicates of tickets already completed, or no longer relevant, we archive these issues with a notification to the customer on the linked issue. If the customer does not agree a given issue should be archived, we unarchive and triage the issue again. This helps to ensure that stale tickets are not causing important customer issues to get buried in a lengthy backlog.