## 20200531 AK ---- [[Support/Team/CZ|česky]] | '''english''' ---- ## page was renamed from comma/Support/Team = The Concept = {{attachment:support_structure.png|Support Structure|width="750"}} = The Team = == Help Team == These are Assurers who deal with the "help" issues where explanation is needed but no special access. Any Assurer can join the emailing list and help out. People should be encouraged to do that, for a while. This team is joined by simply signing into the [[https://lists.cacert.org/wws/info/cacert-support|cacert-support mailing list]]. See more information at [[Support/OpenHelpForum|Open Help Forum]]. == Triage == The [[Support/Triage|Triage Team]] are the first-responders of the Support team. They read the incoming support mail, and forward it to ''channels''. Fast. Who: * Juergen * alkas * more needed == Support Engineers == [[Support/SE|Support Engineers]] are the heavy cavalry of Support. They are ABC'd under Security Policy. They have access to the core functions of the online system, and can therefore see and breach privacy. They should do this under instructions from the individual concerned or Arbitration. Who: * JS * dirk * more needed... == Liason == Important contacts are: * Case Managers to deal with arbitration issues * Are a separate team * live and work on [[https://lists.cacert.org/wws/info/cacert-disputes|cacert-disputes]] * Support Team's interactions with Arbitration are described in [[https://svn.cacert.org/CAcert/Support/SupportOfArbitration.html|Guidelines for Support of Arbitration]]. Applicable for both SEs and Triage. * Their primary document (policy) is [[http://www.cacert.org/policy/DisputeResolutionPolicy.php|DRP]]. * [[Arbitrations/Training/Lesson04|CM's Lesson on new Disputes]] may need alignment. Let DRO know if something is out of alignment. * work with Arbitrators * System administrators to get special things done * live in [[https://lists.cacert.org/wws/info/cacert-sysadm|cacert-sysadm mailing list]]. * Others * Treasurer@ for paypal issues. == Team Leader == [[https://community.cacert.org/board/motions.php?motion=m20111120.3|Joost Steijlen]] is team leader. See notes at [[Brain/Support/TeamLeader|Team Leader's Notes]]. = Meetings = We do [[/Meetings|meetings]] every or every second month. = Tech / systems = We have more or less transitioned to OTRS at issue.cacert.org. More info on this is found at: * http://otrs.org - General Website * http://otrs.org/demo/ - Demo installation * http://doc.otrs.org/2.4/en/html/ - Documentation * Videos about it: * http://www.youtube.com/watch?v=CCB_g3T35Dw * http://www.youtube.com/watch?v=eKvOKO41hDI * http://www.youtube.com/watch?v=KXmQ_aQ8aZQ * http://www.youtube.com/watch?v=L3Cn3QKLNYw * Old requirements: [[Support/SystemRequirements]] '''''We need some pages here describing the way in to it.''''' Historically, we used maillists and IMAP boxes. Transition was over new year 2010. = History of members = == Support Engineer == || Name || since || motion || resigned || motion || || Guillaume || || || 2009-11-15 || [[https://community.cacert.org/board/motions.php?motion=m20091115.3 |m20091115.3 ]] || || Alejandro || || || 2009-11-15 || [[https://community.cacert.org/board/motions.php?motion=m20091115.3 |m20091115.3 ]] || || [[Members/WernerDworak|Werner]] || 2009-11-11 || [[https://community.cacert.org/board/motions.php?motion=m20091111.1 | m20091111.1]] || 2016-04-9 || [[https://community.cacert.org/board/motions.php?motion=m20160416.12|m20160416.12]] [[Arbitrations/a20141024.1|a20141024.1]] || || Nicholas Bebout || 2009-11-11 || [[https://community.cacert.org/board/motions.php?motion=m20091111.1 | m20091111.1]] || ?? || ?? || || casa || 2009-12-24 || [[https://community.cacert.org/board/motions.php?motion=m20091224.2 | m20091224.2 ]] || || || || [[MichaelTänzer|Neo@NHNG]] || 2009-12-24 || [[https://community.cacert.org/board/motions.php?motion=m20091224.1 | m20091224.1 ]] || || || || Martin Schulze || 2009-12-24 || [[https://community.cacert.org/board/motions.php?motion=m20091224.3 | m20091224.3 ]] || 2010-03-09 || [[https://community.cacert.org/board/motions.php?motion=m20100309.1 |m20100309.1 ]] || || Joost Steijlen || 2010-03-09 || [[https://community.cacert.org/board/motions.php?motion=m20100309.1 |m20100309.1 ]] || || || || Faramir || 2009-11-11 <
>2010-04-08 || [[https://community.cacert.org/board/motions.php?motion=m20100408.1 |m20100408.1 ]] <
> [[https://community.cacert.org/board/motions.php?motion= m20091111.1 | m20091111.1]] || ?? || ?? || ||[[DominikGeorge|Nik]] || 2010-06-25 || [[https://community.cacert.org/board/motions.php?motion=m20100625.1 |m20100625.1 ]] || 2014-03-23 || https://lists.cacert.org/wws/arc/cacert/2014-03/msg00024.html || ||INOPIAE || 2011-02-13 || [[https://community.cacert.org/board/motions.php?motion=m20110213.1|m20110213.1]] || 2016-04-9 || [[https://community.cacert.org/board/motions.php?motion=m20160416.12|m20160416.12]] [[Arbitrations/a20141024.1|a20141024.1]] || || [[MarekMazur|Marek]] || 2012-06-24 || [[https://community.cacert.org/board/motions.php?motion=m20120628.1 |m20120628.1 ]] || || || || [[dirk]] || 2016-04-16 || [[https://community.cacert.org/board/motions.php?motion=m20160416.17|m20160416.17]] [[Arbitrations/a20141024.1|a20141024.1]] || || || == Team Leader == || Name || since || motion || resigned || motion || || ?? || || || || || || Guillaume Romagny || || || 2009-11-15 || [[https://community.cacert.org/board/motions.php?motion=m20091115.3 |m20091115.3 ]] || || Ian Grigg || 2009-11-16 || [[https://community.cacert.org/board/motions.php?motion=m20091116.3|m20091116.3]] || 2010-02-22 || [[https://community.cacert.org/board/motions.php?motion=m20100222.1|m20100222.1]] || || Michael Tänzer || 2010-02-22 || [[https://community.cacert.org/board/motions.php?motion=m20100222.1|m20100222.1]] || 2011-11-20 || [[https://community.cacert.org/board/motions.php?motion=m20111120.3|m20111120.3]] || || Joost Steijlen || 2011-11-20 || [[https://community.cacert.org/board/motions.php?motion=m20111120.3|m20111120.3]] || || || ---- . CategorySupport