Ihelp BP

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* any Product Team (Marc/Simon) requests such as RFC, etc
* any Product Team (Marc/Simon) requests such as RFC, etc
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* Members of ihelp@jaguarfreight.com:
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Members of ihelp@jaguarfreight.com:
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** AG, Roma, Perry, Alex, Tira
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* AG, Roma, Perry, Alex, Tira
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* "Level 1" engineer is responsible for:
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"Level 1" engineer is responsible for:
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** responding promptly (5-15 min) to initial request
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* responding promptly (5-15 min) to initial request
-
** handling this request or escalating to "Level 2" or other ihelp members
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* 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
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Ideally all requests should be handled by Level 1 and 2 engineers: AG and Roma
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* 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.
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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*  
  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*  
  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
   * response time will increase from 15 to 40 min

Revision as of 17:00, 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
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