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Signed-off-by: Steve Kriss <krisss@vmware.com>
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Steve Kriss
2019-12-18 12:58:13 -07:00
parent 2755496563
commit bf3952338b
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site/docs/master/support-process.md
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## 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 and communicate that to the community.
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
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### Where to monitor
- `#velero` public Slack channel in Kubernetes org
- [all Velero-related repos][0] in GitHub (`velero`, `velero-plugin-for-[aws|gcp|microsoft-azure|csi]`)
- [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
@@ -28,13 +28,14 @@ Generally speaking, new GitHub issues will fall into one of several categories.
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
Ensure all GitHub issues that you worked on are labeled with "Investigating" and have updated comments so the next person can pick them up.
Ensure all GitHub issues that you worked 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