Ihelp BP
From UG
(Difference between revisions)
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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: | |
| - | + | * 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* | 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
