Ihelp BP
From UG
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This wiki is about ihelp Group and Business Process (BP). | This wiki is about ihelp Group and Business Process (BP). | ||
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| + | It is adjusted to exclude Denise who used to manage this. | ||
== ihelp in a nutshell == | == ihelp in a nutshell == | ||
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"Level 1" engineer is responsible for: | "Level 1" engineer is responsible for: | ||
| - | * responding promptly ( | + | * 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) | * handling this request or escalating to "Level 2" or other ihelp members (such as SA that designed or is maintaining particular CT2 module) | ||
| Line 24: | Line 26: | ||
Roma will substitute him in this role for certain time frames (see schedule below) and during his PTO. | Roma will substitute him in this role for certain time frames (see schedule below) and during his PTO. | ||
| - | Mon 8:00 - | + | Mon 8:00 - 11:00 EST (AG) and 12:00 - 17:00 (AG) |
| - | Tue 8:00 - 11:00 EST (AG) and | + | Tue 8:00 - 11:00 EST (AG) and 12:00 - 17:00 (Roma) |
| - | Wed 8:00 - | + | Wed 8:00 - 11:00 EST (AG) and 12:00 - 17:00 (AG) |
| - | Thu 8:00 - 11:00 EST (AG) and | + | Thu 8:00 - 11:00 EST (AG) and 12:00 - 17:00 (Roma) |
| - | Fri 8:00 - | + | 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. | Response time: up to 60 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.
