tumido
commented
2 years ago - Support process, how and who to reach out to in all possible cases (outage, feature request, bug etc..)
- Mention SLAs
- How to reach out to the owner and expect response in SLA-agreed time
- Defines a contact point (repo issues, email…)
- Prepared to receive confidential sensitive information and have prepared means for that - as simple as listing a gpg pub key so user can encrypt their data
- Security support process and vulnerability? - Special guideline for that
- Transparent so users are not left waiting without being told they are left waiting
- Most common support requests - feature request, bug, outage, questions should have a category and template prepared
- Have a severity scale so SRE/dev can prioritize
- Don’t close support request until the issue resolution is available to end user - PR merge to master is not enough.
SamoKopecky
sesheta