I just read:
Clients are receiving responses to and closures of long-outstanding tickets. In the past quarter we’ve reduced the number of outstanding tickets by 15% (1500 tickets).
We closed several tickets because it was decided no resolution was ever going to be provided after the ticket was open for 6 months without the tier 3 or higher folks providing a single response other than, “Maybe we can look at it next week.” Hopefully these were not in this count.
On the other hand, an attempt at a fix for a critical bug may actually be tried? Right now we have one campus with about 1,500 students affected. Those numbers will bloom to 30,000 or more students by the start of Fall term.