It is important to define how users get help from, what is an
emergency for, and what is supported by the sysadmin team (AKA
"TPA"). So far, only the former has been defined, rather informally,
but has yet to be collectively agreed withing the larger team.
This proposal aims to document the current situation and propose new
support levels and a support policy that will provide clear guidelines
and expectations for the various teams inside TPO.
This first emerged during an audit of the TPO infrastucture by anarcat
in July 2019 ([ticket 31243](https://trac.torproject.org/projects/tor/ticket/31243)), itself taken from [section 2](http://opsreportcard.com/section/2) of
the "ops report card":
2. Are "the 3 empowering policies" defined and published?
