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| # Support process | ||
| # Support team process | ||
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| :::{admonition} In Progress! | ||
| :::{admonition} In Beta! | ||
| :class: warning | ||
| We are currently working out our support process. Check [this Google Doc for our current process](https://docs.google.com/document/d/17Kj_FbtVMl32TEcfvCp18fF1SEiBjVOhCswdidUytgM/edit). | ||
| 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! | ||
| ::: | ||
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| This is a team process to track **support requests** from users on the hubs that we run. | ||
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| ## Overview | ||
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| The **support team** is a two-person team of Support Stewards that oversees all support requests for users of 2i2c hubs. | ||
| The Support Stewards work together to regularly **communicate** with users that open FreshDesk tickets, route support-related to engineering team members, and keep track of this work to ensure it is completed. | ||
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| For most support requests, we use [a FreshDesk service](https://2i2c.freshdesk.com/a/) to handle communication with the communities. | ||
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| ## Support team structure | ||
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| The Support Team is a **two-person team** of Support Stewards that work together. | ||
| Tenure on the support team is **for four weeks**. | ||
| Every **two weeks** (generally at the sprint meeting), a Support Steward cycles off the support team, and a new team member joins the team. | ||
| The support team rotates through [the “Open Infrastructure Engineering Team” on this page](https://team-compass.2i2c.org/en/latest/about/team.html), in alphabetical order. | ||
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| The current support team is listed in an [ongoing GitHub issue](https://github.com/2i2c-org/team-compass/issues/294). | ||
| In the sprint meeting, we should edit this issue to add/remove Support Stewards as necessary. | ||
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| ```{button-link} https://github.com/2i2c-org/team-compass/issues/294 | ||
| Support team issue | ||
| ``` | ||
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| ## Responsibilities and expectations | ||
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| These are some major responsibilities and goals of the support team: | ||
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| - Be the main point of contact for all support tickets regardless of the community | ||
| - Communicate with the person opening a support ticket, to keep them in the loop | ||
| - Create backlog issues as-needed | ||
| - Route support issues to the engineering team in order to make the changes necessary to resolve the issue. | ||
| - During events, be extra attentive to support channels in case a change is needed. | ||
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| :::{note} | ||
| We should try to respond to all support-related communications **within one working day**. | ||
| Even if the support request is not resolved, others appreciate when we keep them in-the-loop about what we're doing. | ||
| ::: | ||
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| ## Tracking support items | ||
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| ### FreshDesk requests | ||
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| For bugs, hub changes, improvements, and general questions, we use the [e-mail address `support@2i2c.org`](mailto:support@2i2c.org). | ||
| This is connected with [the 2i2c FreshDesk account](https://2i2c.freshdesk.com/), and is a central place for all support-related requests. | ||
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| Many requests may be immediately resolved via a quick action or response to the community representative. | ||
| If a request requires consultation with the team, then: | ||
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| - Open a Slack thread in the {guilabel}`#support-freshdesk` channel to discuss with others. If we need to track a work item to resolve the ticket over time, then: | ||
| - Open a GitHub issue with the {guilabel}`support` label, and add it to our Sprint backlog. | ||
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| (support:issues)= | ||
| ### Support issues | ||
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| If resolving a support issue requires ongoing or concerted work, open a backlog issue tagged with the {guilabel}`support` label. | ||
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| Support backlog items should: | ||
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| - Be placed in our [Sprint Board](coordination:sprint-board). | ||
| - Include a reference to any FreshDesk tickets if they exist. | ||
| - Be prioritized over other backlog items for that sprint. | ||
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| ## Communication channels | ||
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| We use two Slack channels to discuss support-related questions on the 2i2c hub: | ||
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| - The [#support-freshdesk](https://2i2c.slack.com/archives/C028WU9PFBN) is for discussing support tickets on Freshdesk. | ||
| Open a Slack thread for each support ticket, to have conversation around it amongst the team. | ||
| This channel is private because there’s an assumption of privacy when we discuss community-specific support matters. | ||
| - The [#hub-support](https://2i2c.slack.com/archives/C01DB2JRP8W) channel is for discussing more general support-related issues relating to operating the 2i2c Hubs, and not not related to a specific FreshDesk ticket. | ||
| This channel is public, so can be useful if we wish to invite conversation from non 2i2c team members. | ||
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| ## Lifecycle of a support request | ||
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| Below is a summary of the major steps that make up the support process, from beginning to end of a ticket. | ||
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| :::{note} | ||
| We should try to respond to all support-related communications within one working day. | ||
| ::: | ||
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| - When you receive a ticket, communicate that you have received it and note the next steps you’ll follow to resolve it (even if this just means investigating because you're not sure what is wrong). | ||
| - If needed, open a [support issue and add it to the backlog](support:issues). | ||
| Note that we should still use Freshdesk for support communication on this request, the GitHub issue is just for 2i2c team members to coordinate. | ||
| - Identify an engineering team member that can pick up this work. | ||
| - Give the user updates every day or two as we work to resolve the issue. | ||
| - When it is resolved, tell the user what you’ve done to resolve the issue. | ||
| - Close any FreshDesk tickets and support issues that are related to this request. | ||
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| ## How to prioritize support requests | ||
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| - Ask questions that will help us understand whether an issue is "critical". For example, "Does this effect many users on the hub, or just a subset?", "Does this problem always happen, or intermittently?", "Is the hub accessible at all or is it totally down?". | ||
| - Events should be prioritized (or in general, moments with a large influx of users) | ||
| - In general, "how much does this incident impact the users of a given hub?" is a good guideline for deciding what to prioritize | ||
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| ## Asking for help from others | ||
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| The support team is primarily a **communicator** and a **router** - they are not necessarily the ones who carry out the changes needed to resolve a support issue. | ||
| Instead, the support team is empowered to ask engineering team members to pick up backlog items that are related to support requests. | ||
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| When a support request is made that requires an action from a 2i2c engineer, a Support Steward should describe this change in a GitHub issue, and add it to the [Sprint Board](coordination:sprint-board). | ||
| Think about an engineering team member that likely has the skills and capacity needed, and ask them if they are willing to take on resolving this issue. | ||
| Try not to ask the same person for support help many times in a row - we should spread the work needed to address support issues across the team. | ||
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| ## Who can make support requests? | ||
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| See the [2i2c documentation support page](support:email) for information about how users can open support requests. |