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Support Process

Symbl.ai provides best effort support through the process on this page for Community Projects and Repositories, including all patch releases in the supported minor releases.

Weekly Rotation

The Symbl.ai maintainers use a weekly rotation to manage community support providing enough maintainers are available. Each week, a different maintainer is the point person for responding to incoming support issues via Slack, GitHub, and the Google group. The point person is not expected to be on-call 24x7. Instead, they choose one or more hour(s) per day to be available/responding to incoming issues. They will communicate to the community what that time slot will be each week.

Start of Week

We will update the public Slack channel's topic to indicate that you are the point person for the week, and what hours you'll be available.

During the Week

Where we will monitor

GitHub issue flow

Generally speaking, new GitHub issues will fall into one of several categories. We use the following process for each:

  1. Feature request
    • Label the issue with enhancement
  2. Bug
    • Label the issue with bug
  3. User question/problem that does not clearly fall into one of the previous categories
    • Label the issue with question
    • Add comments as you go, so both the user and future support people have as much context as possible
    • If you resolve the issue with the user, close it out
    • If the issue ends up being a feature request or a bug, update the title and follow the appropriate process for it
    • If the reporter becomes unresponsive after multiple pings, close out the issue due to inactivity and comment that the user can always reach out again as needed

End of Week

We ensure all GitHub issues worked on during the week and have updated comments so the next person can pick them up.