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Documentation for 2i2c community JupyterHubs.
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Update service objectives page #143

Closed choldgraf closed 2 years ago

choldgraf commented 2 years ago

This provides some updates about our service objectives page to sharpen the language and make it easier to glance through. It is inspired in part from some recent conversations we had with @colliand, @balajialg, @ericvd-ucb, and the DataHub team.

Would love any feedback or thoughts on how this could be improved or made more clear.

I've also opened an update to our team support processes here, and would love feedback: https://github.com/2i2c-org/team-compass/pull/422

balajialg commented 2 years ago

@choldgraf Thanks for sharpening the service objectives. I wonder whether quantifying support response time for outages could be reassuring for partners. IMHO, response time within 24 business hours can be challenging for mission-critical tasks like responding to outages (24 business hours ~ 3 working days?). Should support response time vary dynamically for such occurrences? My 2 cents - It will be a valuable support practice to segment tickets based on the priority of the issue (like you already do) and allocate a faster response time (say 8 business hours) for mission-critical tasks.

I know there are practical constraints at your end for making such assurances. I do think such assurances in the future would be valuable for community representatives and support folks. Or you could tie this to your pricing model. Curious to hear your thoughts!

choldgraf commented 2 years ago

That's a good idea - I think this matches our team goals as well, will update the PR here

choldgraf commented 2 years ago

I've made a few updates to these documents per @balajialg and others' suggestions, let me know what y'all think!

choldgraf commented 2 years ago

Thanks for the feedback and suggestions all, I've taken another pass and I think have addressed everybody's concerns above! I tried to clarify "a working day" and also softened the language around response times that we promise.