document process for support requests

aschweigert commented 9 years ago

read docs/google first
use help desk for all requests
how tickets are triaged/assigned/prioritized
expectations for turnaround time
individual help/paid services
metrics/feedback/etc

aschweigert commented 9 years ago

meredith's first draft https://docs.google.com/document/d/10JLOCgOzdhFsRLHAmJUR48MUtK95kMBo8CbNn-eAUNQ/edit

jackbrighton commented 8 years ago

I need permission to access Meredith's first draft. I requested this thru Google Docs a couple o' times but haven't heard back. Wassup?

dnmalan commented 8 years ago

I went in through admin and granted access to Jack and also made this doc available to anyone with an INN email.

On Thu, Oct 1, 2015 at 3:40 PM, Jack Brighton notifications@github.com wrote:

I need permission to access Meredith's first draft. I requested this thru Google Docs a couple o' times but haven't heard back. Wassup?

— Reply to this email directly or view it on GitHub https://github.com/INN/docs/issues/48#issuecomment-144841675.

Denise Malan Director of Data Services Institute for Nonprofit News | www.inn.org Cell: 479.422.2405 Email: denise@ire.org denisem@ire.org | denise@inn.org Twitter: @DeniseMalan

aschweigert commented 7 years ago

@kaylima anything else you'd want to add here or is this ok to close?

INN / docs

document process for support requests #48