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kbase / project_guides

This repo contains documents and guides that describe project principles, how-to docs, etc.
MIT License
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Edited Help Desk process based on conversation with Fernando and Adam. Ready to merge. #54

Closed nlharris closed 9 years ago

fperez commented 9 years ago

Looks great, small fixes, once updated good to merge, thanks!!

fperez commented 9 years ago

Will wait till others in the project have a chance to comment further before merging, I'm done with my review and happy with this. Great work.

kkellerlbl commented 9 years ago

Once a POC rotation is established, I'd like to figure out whether/how we should include information on that in this document (or perhaps just link to the SLA docs from here?).

nlharris commented 9 years ago

@kkellerlbl, I'm not sure what you mean--do you mean so that systems issues can be assigned to the relevant POC?

kkellerlbl commented 9 years ago

I think that's part of what I mean, but honestly I'm not 100% sure of all of what I mean. I need to let it stew in my head for a little bit, but I was hoping that it could stew in other people's heads too.

dangunter commented 9 years ago

So yeah people like Matt and Bill need a type of SLA for % time doing bug fixes.

(sent from my phone) On Sep 25, 2015 9:23 PM, "kkellerlbl" notifications@github.com wrote:

I think that's part of what I mean, but honestly I'm not 100% sure of all of what I mean. I need to let it stew in my head for a little bit, but I was hoping that it could stew in other people's heads too.

— Reply to this email directly or view it on GitHub https://github.com/kbase/project_guides/pull/54#issuecomment-143394192.

kkellerlbl commented 9 years ago
So yeah people like Matt and Bill need a type of SLA for % time doing bug fixes.

I'd agree but I don't know exactly what that would look like (and is probably another document, or could be part of the SLA document, but not something to be included here).

nlharris commented 9 years ago

So yeah people like Matt and Bill need a type of SLA for % time doing bug fixes.

I've been advocating something like that for years.

But I agree with Keith that that's outside the scope of this doc.

dangunter commented 9 years ago

ok, then maybe we need a "user support" doc.

On Sun, Sep 27, 2015 at 8:43 PM, Nomi Harris notifications@github.com wrote:

So yeah people like Matt and Bill need a type of SLA for % time doing bug fixes.

I've been advocating something like that for years.

But I agree with Keith that that's outside the scope of this doc.

— Reply to this email directly or view it on GitHub https://github.com/kbase/project_guides/pull/54#issuecomment-143632966.

fperez commented 9 years ago

This one seems to be settling, with the notion that a potential 'user support doc' can be expanded further. Keep in mind folks, merging a PR doesn't mean that we never touch this document, so further edits are always possible...

But this seems to be a reasonable starting point, so let's move ahead...