Service request accountability - Githubissues

cncfdevreps / issues

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Service request accountability #2

Open philips opened 5 years ago

philips commented 5 years ago

Sentiment: The Service Desk (or talking to CNCF Staff out-of-band) is a good way to get attention from the CNCF staff and come to concrete resolutions.

Feedback: At times the CNCF Service Desk experience breaks down due to…

Complex requests being ignored or only getting partially completed.
A feeling of no recourse if their needs are going unmet

Betterments:

[x] Chris has asked Staff to direct all requests to Service Desk
[x] documentation on escalation to dev reps
[x] CNCF Service desk is not accepting email tickets

philips commented 5 years ago

I think the final step here @michelleN is to figure out a way for the developer reps to be able to audit service desk SLAs and resolutions.