• Support
• Team

• česky | english

The Concept

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 cacert-support mailing list. See more information at Open Help Forum.

Triage

The 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 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 cacert-disputes

  • Support Team's interactions with Arbitration are described in Guidelines for Support of Arbitration. Applicable for both SEs and Triage.

  • Their primary document (policy) is DRP.

    • 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 cacert-sysadm mailing list.

• Others
  • Treasurer@ for paypal issues.

Team Leader

Joost Steijlen is team leader. See notes at Team Leader's Notes.

Meetings

We do 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

Team Leader

• CategorySupport