Unverified Commit ce53bb7b authored by anarcat's avatar anarcat
Browse files

create a new "support" page

The support page is the go-to page for the "how to get help" question,
which previously was hidden inside the TPA-RFC-2 standard.

This basically copies that part of the TPA-RFC-2 policy, but could
eventually diverge without needing to update the policy, for informal

I started working on this page while trying to address
#40382 ("document the triage process"), but I'm not
actually sure triage documentation should go there, as this page feels
more targeted at users, and only users.

howto/incident-response.md would seem like a better space for this.

Also, this is a toplevel page because it's more important than
everything else, so it warrants its own special space.
parent 9d7a364e
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# Quick links
* [How to get help!](policy/tpa-rfc-2-support#how-to-get-help)
* [Support](support)
* [User documentation](doc)
* [Sysadmin how-to's](howto)
* [Service list](service)
......@@ -9,7 +9,7 @@ This documentation is primarily aimed at users.
* [bits-and-pieces](doc/bits-and-pieces)
* [extra](doc/extra)
* [hardware-requirements](doc/hardware-requirements)
* [how-to-get-help](doc/how-to-get-help)
* [how-to-get-help](support)
* [naming-scheme](doc/naming-scheme)
* [reporting-email-problems](doc/reporting-email-problems)
* [services](doc/services)
......@@ -10,7 +10,7 @@ please see the [donation site][].
[donation site]: https://donate.torproject.org/
This list is not final, and if you have questions, please [contact
us](doc/how-to-get-help). Also note that we also accept virtual
us](support). Also note that we also accept virtual
machine "donations" now, for which requirements are different, see
How to get help
This policy was moved to [the how-to-get-help policy](policy/tpa-rfc-2-support#how-to-get-help).
This policy was moved to [the support section](support).
......@@ -29,4 +29,4 @@ If you can't send a copy of the original message for privacy reasons,
at least include the headers of the email.
Send us the message using the regular methods, as appropriate, see
[doc/how-to-get-help](doc/how-to-get-help) for details.
the [support guide](support) for details.
......@@ -8,7 +8,7 @@ accounts.
The documentation is split into the following sections:
* [How to get help!](policy/tpa-rfc-2-support#how-to-get-help) - in case of fire, press this button
* [Support](support) - in case of fire, press this button
* [User documentation](doc) - aimed primarily at non-technical users
and the general public
* [Sysadmin how-to's](howto) - procedures specifically written for sysadmins
......@@ -31,4 +31,4 @@ This is a wiki. We welcome changes to the content! If you have the
right permissions -- which is [actually unlikely, unfortunately](https://gitlab.torproject.org/tpo/tpa/gitlab/-/issues/76) --
you can edit the wiki in GitLab directly. Otherwise you can submit a
[pull request]() on the [wiki replica](https://gitlab.torproject.org/tpo/tpa/wiki-replica). You can also [clone the git
repository](https://gitlab.torproject.org/tpo/tpa/team/-/wikis/git_access) and [send us a patch by email](policy/tpa-rfc-2-support#how-to-get-help).
repository](https://gitlab.torproject.org/tpo/tpa/team/-/wikis/git_access) and [send us a patch by email](support).
......@@ -910,7 +910,7 @@ Import procedure:
> Please do report any other anomaly using the normal channels:
> https://gitlab.torproject.org/anarcat/wikitest/-/wikis/doc/how-to-get-help/
> https://gitlab.torproject.org/tpo/tpa/team/-/wikis/support
> The service was unavailable for about an hour during the migration.
......@@ -6,7 +6,7 @@ This documentation is for sysadmins to figure out what to do when
things go wrong. If you don't have the required accesses and haven't
been trained for such situation, you might be better off just trying
to wake up someone that can deal with them. See the
[doc/how-to-get-help](doc/how-to-get-help) documentation instead.
[support](support) documentation instead.
......@@ -4,7 +4,7 @@ infrastructure) write emails, support assistants use web
Note that support requests for the infrastructure should *not* go to
RT and instead be directed at our usual [support channels](policy/tpa-rfc-2-support#how-to-get-help).
RT and instead be directed at our usual [support channels](support).
......@@ -159,7 +159,7 @@ terms of costs.
We need to answer the following questions:
1. How do users get help? (partly answered by
2. What is an emergency?
3. What is supported?
......@@ -40,6 +40,8 @@ Which we translate in the following policy proposals:
<a name="how-to-get-help"></a>
<!-- if this section gets changed, also change support.md -->
## Support channels
Support requests and questions are encouraged to be documented and
......@@ -29,7 +29,7 @@ External services and machines *can* be hosted under
`torproject.net`. In that case, the only association is a `CNAME` or
`A` record pointing to the other machine. To get such a record,
contact TPA using the normal communication channels detailed in
# Machine names
# Need help?
If you need help from the sysadmin team (or even if you're not sure
which team!), please do contact us using one of the following
<!-- this is a copy paste from policy/tpa-rfc-2-support.md, update -->
<!-- the other page if this is changed -->
## Quick question: chat
If you have "just a quick question" or some quick thing we can help
you with, ask us on IRC: you can find us in `#tpo-admin` on
`irc.oftc.net` and in other tor channels.
It's possible we ask you to create a ticket if we're in a pinch. It's
also a good way to bring your attention to some emergency or ticket
that was filed elsewhere.
## Bug reports, feature requests and others: issue tracker
Most requests and questions should go into the issue tracker, which is
currently [GitLab][] ([direct link to a new ticket form][]). Try to find
a good label describing the service you're having a problem with, but
in doubt, just file the issue with as much details as you can.
You can also mark an issue as confidential, in which case only members
of the team (and the larger "tpo" organisation on GitLab) will be able
to read it.
[GitLab]: https://gitlab.torproject.org/tpo/tpa/team/
[direct link to a new ticket form]: https://gitlab.torproject.org/tpo/tpa/team/-/issues/new
## Private question and fallback: email
If you want to discuss a sensitive matter that requires privacy or are
unsure how to reach us, you can always write to us by email, at
[torproject-admin@torproject.org]: mailto:torproject-admin@torproject.org
For details on those options and our support policy, including support
levels, supported services and timelines, see the [TPA-RFC-2: support policy](policy/tpa-rfc-2-support).
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