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PAS-5-paseo-support-repository.md

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PAS title status author created
5
Paseo Support Repository
Open
Edu Clerici (@educlerici-zondax)
23-02-2024

Changelog

Version Description Author Date
1.0 Initial version Edu Clerici 23-02-2024
1.1 ...

Summary

This PAS proposes the creation of a new repository within the paseo-network organization on GitHub, named support. The purpose of this repository is to centralize and streamline the process of handling support requests, issues, and inquiries from the public and contributors.

Abstract

  • A new repository named paseo-network/support will be created.
  • This repository will serve as the primary point of contact for external support requests related to the paseo-network. In addition to external support request, the Paseo core team will register related tasks not related directly with the runtime in this repository.

Issue Creation

  • The public and contributors will be encouraged to create issues in this repository for all support-related inquiries.
  • Issues can range from bug reports, feature requests, documentation improvements, and general questions related to the project.

Issue Triage

  • Zondax will be responsible for the daily triage of incoming issues.
  • The triage process will involve reviewing, categorizing, and prioritizing the issues.
  • Necessary labels will be applied to each issue to facilitate efficient issue management.

Issue Resolution

  • Issues will be addressed according to their priority and nature.
  • The community and team members can contribute to issue discussions and resolutions.
  • Resolved issues will be closed with a summary comment explaining the resolution or outcome.

Regular Updates

  • Regular updates on the status of open issues will be provided to maintain transparency with the community.

Create a Readme File to Explain how to use it

  • The README will outline the purpose of the repository and provide detailed instructions on how to create an issue.
  • It will also explain the issue triage and resolution process, so users are aware of what to expect after submitting their issues.
  • Contact information and links to additional resources, such as FAQs or documentation, will be included.

Service Level Agreement (Support)

The workflow to acknowledge and resolve support tickets within specified time frames will be the following.

  • Support Ticket Handling
    • Acknowledgment : Within 24 hours.
    • Resolution : Mean time of 72 hours (varies based on complexity and triage)

Copyright

Copyright and related rights waived via CC0.