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