Ihelp BP

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	[[Category:Ihelp]]		[[Category:Ihelp]]
		+
		+	"ihelp" is a group that handles:
		+	* CT2 end user support (jaguar and non-jaguar)
		+	* any Product Team (Marc/Simon) requests such as RFC, etc
		+
		+	* Members of ihelp@jaguarfreight.com:
		+	** AG, Roma, Perry, Alex, Tira
		+
		+	* "Level 1" engineer is responsible for:
		+	** responding promptly (5-15 min) to initial request
		+	** handling this request or escalating to "Level 2" or other ihelp members
		+
		+	* Ideally all requests should be handled by Level 1 and 2 engineers: AG and Roma
		+
		+	* AG is a primary Level 1 engineer. Roma will substitute him in this role for certain time frames (see schedule below)and during his PTO.
		+
		+	Mon, Wed, Fri: 8:00 - 17:00 EST (AG)  // NOTE: 12:00-14:00 - commute time*
		+	Tu, Th: 8:00 - 11:00 EST (AG) and 11:00 - 17:00 (Roma)  // NOTE: 12:00-13:00 - commute time*
		+	* response time will increase from 15 to 40 min

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Revision as of 16:59, 7 August 2012

"ihelp" is a group that handles:

• CT2 end user support (jaguar and non-jaguar)
• any Product Team (Marc/Simon) requests such as RFC, etc

• Members of ihelp@jaguarfreight.com:
  • AG, Roma, Perry, Alex, Tira

• "Level 1" engineer is responsible for:
  • responding promptly (5-15 min) to initial request
  • handling this request or escalating to "Level 2" or other ihelp members

• Ideally all requests should be handled by Level 1 and 2 engineers: AG and Roma

• AG is a primary Level 1 engineer. Roma will substitute him in this role for certain time frames (see schedule below)and during his PTO.

Mon, Wed, Fri: 8:00 - 17:00 EST (AG)  // NOTE: 12:00-14:00 - commute time* 
Tu, Th: 8:00 - 11:00 EST (AG) and 11:00 - 17:00 (Roma)  // NOTE: 12:00-13:00 - commute time* 
  * response time will increase from 15 to 40 min