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NEAR-DevHub / Infrastructure-Committee

Infrastructure Working Group
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[PROJECT] Infrastructure Ecosystem-Wide Support, Outage, Escalation Process #104

Open trechriron opened 6 months ago

trechriron commented 6 months ago

Summary

Create a soup to nuts support mechanism for the NEAR Infrastructure with collaboration between NF, Pagoda, and ecosystem partners. This should include a Zendesk support portal, ticket routing and assignment, escalation procedures, tooling to support fast collaboration and response times, and reporting of outages.

Goals & Milestones

  1. Stand up a Zendesk support portal
  2. Invite all participating teams to the Zendesk instance.
  3. Devise the assignment of issues to what people.
  4. Devise the escalation process based on types / categories.
  5. Devise the Incident Management process.
  6. Devise the Post-Mortem process.
  7. Devise the public reporting process for outages.
### Tasks
- [ ] https://github.com/near/Infrastructure-Working-Group/issues/109