The Concept

Support Structure

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:

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:

Liason

Important contacts are:

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:

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

m20091115.3

Alejandro

2009-11-15

m20091115.3

Werner

2009-11-11

m20091111.1

2016-04-9

m20160416.12 a20141024.1

Nicholas Bebout

2009-11-11

m20091111.1

??

??

casa

2009-12-24

m20091224.2

Neo@NHNG

2009-12-24

m20091224.1

Martin Schulze

2009-12-24

m20091224.3

2010-03-09

m20100309.1

Joost Steijlen

2010-03-09

m20100309.1

Faramir

2009-11-11
2010-04-08

m20100408.1
m20091111.1

??

??

Nik

2010-06-25

m20100625.1

2014-03-23

https://lists.cacert.org/wws/arc/cacert/2014-03/msg00024.html

INOPIAE

2011-02-13

m20110213.1

2016-04-9

m20160416.12 a20141024.1

Marek

2012-06-24

m20120628.1

dirk

2016-04-16

m20160416.17 a20141024.1

Team Leader

Name

since

motion

resigned

motion

??

Guillaume Romagny

2009-11-15

m20091115.3

Ian Grigg

2009-11-16

m20091116.3

2010-02-22

m20100222.1

Michael Tänzer

2010-02-22

m20100222.1

2011-11-20

m20111120.3

Joost Steijlen

2011-11-20

m20111120.3


Support/Team (last edited 2017-01-15 18:56:18 by EvaStöwe)