Support

In Beta!

We are currently working out our support process. The content on this page might change over time, and we welcome suggested changes and pull requests!

This section contains information that our team uses to triage, communicate, and resolve Support Requests that come from communities.

Currently, Engineering has the authority to design the system of roles and processes that defines “support at 2i2c”, and to advocate for the resources needed to fill those roles. This will naturally be done in collaboration with others in 2i2c, but Engineering leads the effort and has an outsized role in the decision-making.

• Terminology
• Roles and team structure
  • Who are our Support Team?
• Support process
  • Overview of the support process
  • Process for support triage and resolution
    • Triage process
    • Non-incident response process
  • Prioritizing non-incident support requests
• Initial timeboxed (30m) ticket resolution checklist
  • Category 1: Something is not working
  • Category 2: New feature requested
  • Category 3: Technical advice
• Communication channels
  • External communication
    • FreshDesk
  • Internal communication
• Expected time off and downtime
  • Expected time off support policy
  • Support process during expected time off
  • Rotating team members during expected time off