Ihelp BP

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Revision as of 16:59, 7 August 2012 (edit) Alex (Talk | contribs) ← Older edit		Current revision as of 07:36, 30 August 2012 (edit) (undo) Alex (Talk | contribs) (→ihelp in a nutshell)
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	[[Category:Ihelp]]		[[Category:Ihelp]]
		+
		+	== About ==
		+
		+	This wiki is about ihelp Group and Business Process (BP).
		+
		+	It is adjusted to exclude Denise who used to manage this.
		+
		+	== ihelp in a nutshell ==
	"ihelp" is a group that handles:		"ihelp" is a group that handles:
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	* any Product Team (Marc/Simon) requests such as RFC, etc		* any Product Team (Marc/Simon) requests such as RFC, etc
-	* Members of ihelp@jaguarfreight.com:	+	Members of ihelp@jaguarfreight.com:
-	** AG, Roma, Perry, Alex, Tira	+	* AG, Roma, Perry, Alex, Tira
		+
		+	"Level 1" engineer is responsible for:
		+	* responding promptly (up to 60 min) to initial request
		+	* handling this request or escalating to "Level 2" or other ihelp members (such as SA that designed or is maintaining particular CT2 module)
		+
		+	Ideally all requests should be handled by Level 1 and 2 engineers: AG and Roma
-	* "Level 1" engineer is responsible for:	+	AG is a primary Level 1 engineer.
-	** 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	+	Roma will substitute him in this role for certain time frames (see schedule below) and during his PTO.
-	* 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 8:00 - 11:00 EST (AG) and 12:00 - 17:00 (AG)
		+	Tue  8:00 - 11:00 EST (AG) and 12:00 - 17:00 (Roma)
		+	Wed 8:00 - 11:00 EST (AG) and 12:00 - 17:00 (AG)
		+	Thu 8:00 - 11:00 EST (AG) and 12:00 - 17:00 (Roma)
		+	Fri  8:00 - 11:00 EST (AG) and 12:00 - 17:00 (AG)
		+	.
		+	Total hours per week AG: 30
		+	Total hours per week Roma: 10
-	Mon, Wed, Fri: 8:00 - 17:00 EST (AG)  // NOTE: 12:00-14:00 - commute time*	+	Response time: up to 60 min.
-	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	+

---

Current revision as of 07:36, 30 August 2012

[edit] About

This wiki is about ihelp Group and Business Process (BP).

It is adjusted to exclude Denise who used to manage this.

[edit] ihelp in a nutshell

"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 (up to 60 min) to initial request
• handling this request or escalating to "Level 2" or other ihelp members (such as SA that designed or is maintaining particular CT2 module)

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 8:00 - 11:00 EST (AG) and 12:00 - 17:00 (AG)
Tue  8:00 - 11:00 EST (AG) and 12:00 - 17:00 (Roma)
Wed 8:00 - 11:00 EST (AG) and 12:00 - 17:00 (AG)
Thu 8:00 - 11:00 EST (AG) and 12:00 - 17:00 (Roma)
Fri   8:00 - 11:00 EST (AG) and 12:00 - 17:00 (AG)
.
Total hours per week AG: 30
Total hours per week Roma: 10

Response time: up to 60 min.