Ihelp BP

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"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
Retrieved from "https://wiki.jaguarfreight.com/Ihelp_BP"
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