#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 -- Ticket URL: <https://trac.torproject.org/projects/tor/ticket/31243#comment:4> Tor Bug Tracker & Wiki <https://trac.torproject.org/> The Tor Project: anonymity online
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