Opened 5 months ago

Last modified 6 weeks ago

#31243 assigned task

2. define how users get support, what's an emergency and what is supported

Reported by: anarcat Owned by: anarcat
Priority: Medium Milestone:
Component: Internal Services/Tor Sysadmin Team Version:
Severity: Normal Keywords:
Cc: Actual Points:
Parent ID: Points:
Reviewer: Sponsor:

Description

Extract from parent ticket:

2. Are "the 3 empowering policies" defined and published?

http://opsreportcard.com/section/2

Specifically, this is three questions:

How do users get help?

Right now, this is unofficially "open a ticket in Trac", "ping us over IRC for small stuff", or "write us an email". This could be made more official somewhere.

What is an emergency?

I am not sure this is formally defined.

What is supported?

We have the distinction between systems and service admins. We did talk in Stockholm about clarifying that item, so this is worth expanding further.

Child Tickets

Change History (2)

comment:1 Changed 4 months ago by anarcat

i formalized the current support channels in https://help.torproject.org/tsa/doc/how-to-get-help/

comment:2 Changed 6 weeks ago by anarcat

Owner: changed from tpa to anarcat
Parent ID: #30881
Status: newassigned

remove from checklist, as i want to close that ticket and it will be open forever if it depends on all the tickets generated from it.

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