Merge pull request #2154 from skriss/doc-support-process

support process doc

SUPPORT.md

@@ -1,5 +1,7 @@
 # Velero Support
 
-Thanks for trying out Velero! We welcome all feedback, please consider joining our mailing list: 
+Thanks for trying out Velero! We welcome all feedback, find all the ways to connect with us on our Community page:
 
-- [Mailing List](https://groups.google.com/forum/#!forum/projectvelero)
+- [Velero Community](https://velero.io/community/)
+
+You can find details on the Velero maintainers' support process [here](https://velero.io/docs/master/support-process/).

site/_data/master-toc.yml

@@ -79,3 +79,5 @@ toc:
         url: /faq
       - page: ZenHub
         url: /zenhub
+      - page: Support Process
+        url: /support-process

site/_data/v1-2-0-toc.yml

@@ -79,3 +79,5 @@ toc:
         url: /faq
       - page: ZenHub
         url: /zenhub
+      - page: Support Process
+        url: /support-process

site/docs/master/support-process.md

@@ -0,0 +1,41 @@
+# Support Process
+
+## Weekly Rotation
+
+The Velero maintainers use a weekly rotation to manage community support. Each week, a different maintainer is the point person for responding to incoming support issues via Slack, GitHub, and the Google group. The point person is *not* expected to be on-call 24x7. Instead, they choose one or more hour(s) per day to be available/responding to incoming issues. They will communicate to the community what that time slot will be each week.
+
+## Start of Week
+
+We will update the public Slack channel's topic to indicate that you are the point person for the week, and what hours you'll be available.
+
+## During the Week
+
+### Where we will monitor
+- `#velero` public Slack channel in Kubernetes org
+- [all Velero-related repos][0] in GitHub (`velero`, `velero-plugin-for-[aws|gcp|microsoft-azure|csi]`, `helm-charts`)
+- [Project Velero Google Group][1]
+
+### GitHub issue flow
+
+Generally speaking, new GitHub issues will fall into one of several categories. We use the following process for each:
+
+1. **Feature request**
+    - Label the issue with `Enhancement/User` or `Enhancement/Dev`
+    - Leave the issue in the `New Issues` swimlane for triage by product mgmt
+1. **Bug**
+    - Label the issue with `Bug`
+    - Leave the issue in the `New Issues` swimlane for triage by product mgmt
+1. **User question/problem** that does not clearly fall into one of the previous categories
+    - When you start investigating/responding, label the issue with `Investigating`
+    - Add comments as you go, so both the user and future support people have as much context as possible
+    - Use the `Needs Info` label to indicate an issue is waiting for information from the user. Remove/re-add the label as needed.
+    - If you resolve the issue with the user, close it out
+    - If the issue ends up being a feature request or a bug, update the title and follow the appropriate process for it
+    - If the reporter becomes unresponsive after multiple pings, close out the issue due to inactivity and comment that the user can always reach out again as needed
+    
+## End of Week
+
+We ensure all GitHub issues worked on during the week on are labeled with `Investigating` and `Needs Info` (if appropriate), and have updated comments so the next person can pick them up.
+
+[0]: https://app.zenhub.com/workspaces/velero-5c59c15e39d47b774b5864e3/board?repos=99143276,112385197,213946861,190224441,214524700,214524630
+[1]: https://groups.google.com/forum/#!forum/projectvelero

site/docs/v1.2.0/support-process.md

@@ -0,0 +1,41 @@
+# Support Process
+
+## Weekly Rotation
+
+The Velero maintainers use a weekly rotation to manage community support. Each week, a different maintainer is the point person for responding to incoming support issues via Slack, GitHub, and the Google group. The point person is *not* expected to be on-call 24x7. Instead, they choose one or more hour(s) per day to be available/responding to incoming issues. They will communicate to the community what that time slot will be each week.
+
+## Start of Week
+
+We will update the public Slack channel's topic to indicate that you are the point person for the week, and what hours you'll be available.
+
+## During the Week
+
+### Where we will monitor
+- `#velero` public Slack channel in Kubernetes org
+- [all Velero-related repos][0] in GitHub (`velero`, `velero-plugin-for-[aws|gcp|microsoft-azure|csi]`, `helm-charts`)
+- [Project Velero Google Group][1]
+
+### GitHub issue flow
+
+Generally speaking, new GitHub issues will fall into one of several categories. We use the following process for each:
+
+1. **Feature request**
+    - Label the issue with `Enhancement/User` or `Enhancement/Dev`
+    - Leave the issue in the `New Issues` swimlane for triage by product mgmt
+1. **Bug**
+    - Label the issue with `Bug`
+    - Leave the issue in the `New Issues` swimlane for triage by product mgmt
+1. **User question/problem** that does not clearly fall into one of the previous categories
+    - When you start investigating/responding, label the issue with `Investigating`
+    - Add comments as you go, so both the user and future support people have as much context as possible
+    - Use the `Needs Info` label to indicate an issue is waiting for information from the user. Remove/re-add the label as needed.
+    - If you resolve the issue with the user, close it out
+    - If the issue ends up being a feature request or a bug, update the title and follow the appropriate process for it
+    - If the reporter becomes unresponsive after multiple pings, close out the issue due to inactivity and comment that the user can always reach out again as needed
+    
+## End of Week
+
+We ensure all GitHub issues worked on during the week on are labeled with `Investigating` and `Needs Info` (if appropriate), and have updated comments so the next person can pick them up.
+
+[0]: https://app.zenhub.com/workspaces/velero-5c59c15e39d47b774b5864e3/board?repos=99143276,112385197,213946861,190224441,214524700,214524630
+[1]: https://groups.google.com/forum/#!forum/projectvelero