Technical Support

Attention

Are you a community representative looking for Technical Support for your 2i2c hub? Please go our Support Page.

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

The Product and Services team is responsible for delivering our Technical Support and 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.

• Terminology
• Roles and team structure
• Support process
  • Overview of the support process
  • Process for support triage and resolution
    • Triage process
    • Non-incident response process
    • Workshop Request
  • Prioritizing non-incident support requests
    • Associating Support Tickets with Communities
• Add or update community representatives
• 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
• Support Templates
  • Notifying a community champion of a budget alert trigger