Re: [tor-bugs] #31243 [Internal Services/Tor Sysadmin Team]: 2. define how users get support, what's an emergency and what is supported

[Tor Bug Tracker & Wiki]

#31243: 2. define how users get support, what's an emergency and what is 
supported
-+-
 Reporter:  anarcat  |  Owner:  anarcat
 Type:  task | Status:
 |  needs_review
 Priority:  Medium   |  Milestone:
Component:  Internal Services/Tor Sysadmin Team  |Version:
 Severity:  Normal   | Resolution:
 Keywords:   |  Actual Points:
Parent ID:   | Points:
 Reviewer:   |Sponsor:
-+-
Changes (by anarcat):

 * status:  assigned => needs_review


Comment:

 alright, i've reviewed our documentation on this, and we actually had a
 draft of something we could start with. instead of "tiers" it's based on
 "code red/yellow". a code "red" is a "drop everything" priority. i still
 include the same services in that code red, i just change the name and set
 the boundaries a little more clearly.

 i've detailed the policy here:

 https://help.torproject.org/tsa/howto/incident-
 response/#Emergency_policies

 the TL;DR:

  * code red: incoming email, donation, website
  * code yellow: something that might become a code red, but is not urgent
 yet (e.g. trac performance problem)
  * routine: account creation, etc - everything else
  * a code yellow can be upgraded to a code red after a one week delay with
 team lead approval
  * we don't have 24/7 support
  * requests are processed during work hours of available staff
  * we try to schedule holidays to avoid multiple "offline" days but those
 can still occur

 asked hiro for review, thanks! :)

 then will push to vegas

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Re: [tor-bugs] #31243 [Internal Services/Tor Sysadmin Team]: 2. define how users get support, what's an emergency and what is supported

[Tor Bug Tracker & Wiki]

#31243: 2. define how users get support, what's an emergency and what is 
supported
-+-
 Reporter:  anarcat  |  Owner:  anarcat
 Type:  task | Status:
 |  assigned
 Priority:  Medium   |  Milestone:
Component:  Internal Services/Tor Sysadmin Team  |Version:
 Severity:  Normal   | Resolution:
 Keywords:   |  Actual Points:
Parent ID:   | Points:
 Reviewer:   |Sponsor:
-+-

Comment (by anarcat):

 we should setup tiers of supported services somehow. it seems a priority
 short list of services that should stay up is the "donation and main
 websites, and the incoming email forwards service". but maybe we can have
 three tiers, with that list being the first one.

 maybe it could be:

  * first tier: donation site, main website, incoming email
  * second tier: other sysadmin services (e.g. irc bouncer)
  * third tier: current "service admin" services (e.g. gitlab)?

 This doesn't mean service admins shouldn't prioritize their stuff, but it
 would give sysadmins the opportunity to prioritize work on the sysadmin
 services there.

 of course, maybe we want to change that distinction between service admins
 and sysadmins as well. As things stand now, i'm keeping that distinction,
 but I doubt it will be very feasible when/if the git/trac/gitlab server
 crashes for me, even as a sysadmin, to pretend it's not my responsability.
 ;)

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Re: [tor-bugs] #31243 [Internal Services/Tor Sysadmin Team]: 2. define how users get support, what's an emergency and what is supported

[Tor Bug Tracker & Wiki]

#31243: 2. define how users get support, what's an emergency and what is 
supported
-+-
 Reporter:  anarcat  |  Owner:  anarcat
 Type:  task | Status:
 |  assigned
 Priority:  Medium   |  Milestone:
Component:  Internal Services/Tor Sysadmin Team  |Version:
 Severity:  Normal   | Resolution:
 Keywords:   |  Actual Points:
Parent ID:   | Points:
 Reviewer:   |Sponsor:
-+-
Changes (by anarcat):

 * owner:  tpa => anarcat
 * status:  new => assigned
 * parent:  #30881 =>


Comment:

 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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Re: [tor-bugs] #31243 [Internal Services/Tor Sysadmin Team]: 2. define how users get support, what's an emergency and what is supported

[Tor Bug Tracker & Wiki]

#31243: 2. define how users get support, what's an emergency and what is 
supported
-+-
 Reporter:  anarcat  |  Owner:  tpa
 Type:  task | Status:  new
 Priority:  Medium   |  Milestone:
Component:  Internal Services/Tor Sysadmin Team  |Version:
 Severity:  Normal   | Resolution:
 Keywords:   |  Actual Points:
Parent ID:  #30881   | Points:
 Reviewer:   |Sponsor:
-+-

Comment (by anarcat):

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

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