Ihelp BP
From UG
"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