TPA-RFC-2: define how users get support, what's an emergency and what is supported
Extract from parent ticket (#30881 (closed)):
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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