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ministryofjustice / analytical-platform

Analytical Platform • This repository is defined and managed in Terraform
https://docs.analytical-platform.service.justice.gov.uk
MIT License
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✨ Review Support Split between Data Platform and Data Engineering #2035

Open julialawrence opened 1 year ago

julialawrence commented 1 year ago

Describe the feature request.

Currently, due to merges and people turnovers, we as a team are somewhat in the dark about what is within our remit to manage and fix and what needs to be routed to Data Engineering.

Therefore we would like to gain an understanding of where the lines of support are split while ideally proposing that one channel be designated as a support route for both, which would be monitored by support asignee from data platform and data engineering.

Describe the context.

At the moment we have quite a few support queries falling through the gap because quite a few people with knowledge of what goes where have changed teams of left the MOJ entirely. The historical knowledge was therefore a bit lost.

Value / Purpose

Drawing these lines as well as uniting the support front door will lead to less confusion, reduce the number of times user are routed from channel to channel and improve experience for the platform as well as its users.

User Types

Data Platform Operators, Customers

YvanMOJdigital commented 10 months ago

We have agreed to add all non DE labs team members to the AP support rota. Currently DE support would prefer to not implement a ticket system like we have for AP support so we will continue having separate channels for now. We should review this as DP development progresses.

julialawrence commented 4 months ago

Closed as OBE