[tor-bugs] #3853 [Company]: Support email flooding tor-assistants

Tor Bug Tracker & Wiki torproject-admin at torproject.org
Mon Aug 29 16:13:31 UTC 2011

#3853: Support email flooding tor-assistants
 Reporter:  atagar   |          Owner:  Runa    
     Type:  task     |         Status:  assigned
 Priority:  major    |      Milestone:          
Component:  Company  |        Version:          
 Keywords:           |         Parent:          
   Points:           |   Actualpoints:          

Comment(by phobos):

 I don't want to create a support@ until we have a few things in place:

 1. ticket system to track help requests
 1. someone dedicated to answering the help requests
 1. an idea of what kind of SLA we can provide for help requests
 1. an idea of what to charge for priority support per incident, how to
 handle the payments, and map payment to a request.

 The larger plans for a support system are different than the immediate
 need for farsi help.

 The current farsi problem will be going away once we get the farsi emails
 redirected to a partner. The plan is to redirect to a partner within the
 next 10 days.

 The reason tor-assistants is getting hammered is because we updated the
 gettor emails to point at tor-assistants. gettor also responds to farsi
 requests in english, so people get a response in a language they barely
 understand, see an email address, and assume the email can help.

Ticket URL: <https://trac.torproject.org/projects/tor/ticket/3853#comment:2>
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