Google Trust Services incident updates were repeatedly late or missing

Google Trust Services disclosed that it had repeatedly failed to provide timely responses to incident reports and public communications. The bug was opened after Andrew Ayer cited multiple prior incidents and Mozilla policy requirements for keeping the community informed. GTS then filed an incident report explaining that its response process had been too dependent on a small number of people and manual tracking, which contributed to delayed updates. In follow-up comments, GTS said it would add automation, expand staffing, and improve monitoring of Mozilla bugs and forum posts. The thread later recorded that GTS deployed tooling to mirror Mozilla Bugzilla incidents into its internal tracking system, and Mozilla staff indicated the bug could be closed. The bug is marked RESOLVED/FIXED.

1. 2021-04-29 Mozilla was notified that Google Trust Services had repeatedly missed timely incident updates and public communications.
2. 2021-05-04 Google Trust Services posted an incident report describing the causes of its delayed responses and proposed remediation steps.
3. 2021-06-14 Google Trust Services said it had deployed tooling to monitor and mirror GTS-related Mozilla Bugzilla bugs into its internal tracking system.
4. 2021-08-20 Mozilla staff said they would look at closing the bug on the following Wednesday.

1. 2021-04-29 Mm representative — Andrew Ayer reported that GTS had repeatedly failed to provide timely responses to incident reports and cited several related bugs and policy requirements.
2. 2021-05-01 Google representative — Google Trust Services said an incident report was being prepared with full details.
3. 2021-05-04 Community commenter — GTS submitted an incident report saying the problem stemmed from reliance on a small set of people, manual tracking, and insufficient backup coverage.
4. 2021-05-12 Google representative — GTS said it would automate incident tracking and monitoring, and that weekly incident responses would be handled by the community on-call rotation.
5. 2021-05-14 Google representative — GTS said it was preparing a new report to address concerns raised in the thread.
6. 2021-05-19 Google representative — GTS posted an updated incident report with a retrospective on prior related bugs and its remediation plan.
7. 2021-06-14 Google representative — GTS said it had implemented and deployed tooling to monitor and mirror Mozilla Bugzilla incidents into its internal bug tracking system.
8. 2021-07-13 Google representative — GTS said it was handling the incident as a production outage incident and committed to a response by July 22, 2021.
9. 2021-07-22 Google representative — GTS said it recognized it had not always met community expectations and summarized its retrospective and action plan.
10. 2021-08-20 Mozilla representative — Mozilla staff said they agreed with the concerns raised and would look at closing the bug on August 25, 2021.