Ihelp BP

From UG

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.