Ihelp BP
From UG
(Difference between revisions)
| Line 10: | Line 10: | ||
"Level 1" engineer is responsible for: | "Level 1" engineer is responsible for: | ||
* responding promptly (5-15 min) to initial request | * responding promptly (5-15 min) to initial request | ||
| - | * handling this request or escalating to "Level 2" or other ihelp members | + | * 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 | Ideally all requests should be handled by Level 1 and 2 engineers: AG and Roma | ||
Revision as of 17:01, 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 (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, 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
