[tor-bugs] #31243 [Internal Services/Tor Sysadmin Team]: 2. define how users get support, what's an emergency and what is supported

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#31243: 2. define how users get support, what's an emergency and what is supported
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 Reporter:  anarcat                              |          Owner:  anarcat
     Type:  task                                 |         Status:
                                                 |  needs_review
 Priority:  Medium                               |      Milestone:
Component:  Internal Services/Tor Sysadmin Team  |        Version:
 Severity:  Normal                               |     Resolution:
 Keywords:                                       |  Actual Points:
Parent ID:                                       |         Points:
 Reviewer:                                       |        Sponsor:
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Changes (by anarcat):

 * status:  assigned => needs_review


Comment:

 alright, i've reviewed our documentation on this, and we actually had a
 draft of something we could start with. instead of "tiers" it's based on
 "code red/yellow". a code "red" is a "drop everything" priority. i still
 include the same services in that code red, i just change the name and set
 the boundaries a little more clearly.

 i've detailed the policy here:

 https://help.torproject.org/tsa/howto/incident-
 response/#Emergency_policies

 the TL;DR:

  * code red: incoming email, donation, website
  * code yellow: something that might become a code red, but is not urgent
 yet (e.g. trac performance problem)
  * routine: account creation, etc - everything else
  * a code yellow can be upgraded to a code red after a one week delay with
 team lead approval
  * we don't have 24/7 support
  * requests are processed during work hours of available staff
  * we try to schedule holidays to avoid multiple "offline" days but those
 can still occur

 asked hiro for review, thanks! :)

 then will push to vegas

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Ticket URL: <https://trac.torproject.org/projects/tor/ticket/31243#comment:4>
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