From cc142d9ad70f8a513a2e55a46589885fcb97a6a0 Mon Sep 17 00:00:00 2001 From: Steve Kriss Date: Wed, 18 Dec 2019 12:58:28 -0700 Subject: [PATCH] add to v1.2.0 docs Signed-off-by: Steve Kriss --- site/docs/v1.2.0/support-process.md | 41 +++++++++++++++++++++++++++++ 1 file changed, 41 insertions(+) create mode 100644 site/docs/v1.2.0/support-process.md diff --git a/site/docs/v1.2.0/support-process.md b/site/docs/v1.2.0/support-process.md new file mode 100644 index 000000000..0b4d825b2 --- /dev/null +++ b/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 + +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 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]`, `helm-charts`) +- [Project Velero Google Group][1] + +### GitHub issue flow + +Generally speaking, new GitHub issues will fall into one of several categories. 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 + +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