Facebook announces SLA to fix all major bugs within 48 hours(thenextweb.com) |
Facebook announces SLA to fix all major bugs within 48 hours(thenextweb.com) |
Ok, that is a bit snarky. I think it is a great policy for organizations to commit to this level of response. The tension is that to execute against that policy requires a proportionate number of employees on 'bug fixing' rather than 'feature delivery'. Source bases grow, technical debt increases, and at some point you can't afford to hire any feature delivery engineers, all of them have to be on 'bug fixing.' Then the policy collapses. At the time I was there, Google tried to address this eventuality with 'fix it' days where everyone fixed bugs (big or small) all day. They would have prizes for the person who fixed the most bugs (you could really irritate someone by fixing a half dozen really easy bugs on the day before the fix-it :-))
When you're growing a company and you push/reward "Get things done" or "Move fast and break things." it often accumulates technical debt faster than you can purge it out of your system.