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Update steps for submitting a support request
Clarified the process for selecting request types and filling out required fields. Added instructions for providing detailed descriptions to ensure timely fulfillment of requests. Signed-off-by: vvalderrv <[email protected]>
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| # Requesting Linux Foundation IT Support | ||
| # Requesting Linux Foundation IT Support Services | ||
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| This guide outlines the procedures and best practices for requesting assistance from the Linux Foundation IT Operations team. | ||
| ## Introduction | ||
| This guide is intended for OpenJS projects that have formally engaged with the Linux Foundation IT team to support one or more of their services. It outlines the available IT support services, how to submit a request and the process for escalating issues. | ||
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| ## Who Is This Document For? | ||
| ## Services Available | ||
| - Cloud Infrastructure Services, Consulting, and Operational Support | ||
| - CDN Implementation, Optimization, and Support Services | ||
| - Infrastructure and Application Monitoring Services | ||
| - Custom Continuous Integration and Delivery Consultation and Services | ||
| - CI Workflow Design, Optimization, and Consulting Services | ||
| - Artifact Repository Management and Consulting Services | ||
| - Repository Management and Consultation Services | ||
| - Domain Management Services | ||
| - DNS Management and Consulting Services | ||
| - SSL/TLS Certificate Management Services | ||
| - Code Signing Certificate Management Services | ||
| - Jira Configuration, Customization, and Support Services | ||
| - Confluence Configuration, Customization, and Support Services | ||
| - Mailing List Management and Support Services | ||
| - Meeting Management and Support Services | ||
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| This document is for OpenJS projects that have formally engaged with LF IT to support one or more of their services. If you have questions about a non-LF supported service, please contact [email protected]. | ||
| ## How to Submit a Request | ||
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| ## How To Contact Linux Foundation IT For Support | ||
| The Linux Foundation provides support through Jira Service. Submitting requests via Jira ensures that they are properly tracked and assigned. | ||
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| ### Submit a Ticket | ||
| 1. Select Project Support Services | ||
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| The preferred way to request IT support is by submitting a ticket through the [Jira Service Desk](https://jira.linuxfoundation.org/plugins/servlet/desk/portal/2). | ||
| 2. Select the appropriate request type | ||
| - Choose the most relevant request type for your issue. If the wrong request type is selected, the ticket will be routed to the appropriate support queue for further handling. | ||
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| Submitting reqeusts via Jira ensures your request is properly tracked and assigned appropriately. | ||
| 3. Fill in the Required Fields for the Request Type | ||
| - Complete all required fields for the selected request type. In the description field, provide as much detail as possible to help us fulfill your request efficiently and in a timely manner. | ||
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| ### What To Include | ||
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| **Clear Summary:** | ||
| A brief overview of the problem you're encountering. | ||
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| **Detailed Description:** | ||
| Provide a comprehensive explanation of the issue, including: Error messages you're receiving (copy and paste if possible) Relevant logs or output Steps to reproduce the problem (if applicable) Links to failing workflows, pipelines, or jobs (if applicable) | ||
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| **Expected Results:** | ||
| Explain what you expected to happen instead of the issue you're facing. The more details you provide, the easier it will be for us to diagnose and address the issue effectively. | ||
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| ### Alternate Contact Method: OpenJS Foundation Slack | ||
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| For less formal inquiries you can reach out to the IT Operations team channel (#lf-it-support) in the [OpenJS Foundation Slack instance](https://slack-invite.openjsf.org/). | ||
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| Please note: While Slack can be a convenient way to communicate, submitting a ticket is the recommended method for official support requests as it allows for better tracking and prioritization. | ||
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| ### How Work Is Prioritized | ||
| ## How Work Is Prioritized | ||
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| Critical issues resulting in unplanned downtime will be prioritized over other severity types. Please clearly indicate the urgency of your request in the ticket description. Non-critical issues will be addressed according to their severity and order of submission. | ||
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| ### How To Escalate An Issue In Jira | ||
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| If your issue remains unresolved, you have the option to escalate it directly within the Jira Service Desk. This will bring your ticket to the attention of a senior IT team member. | ||
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| ## Have A Unique Situation? | ||
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| For urgent, unique, or complex issues that require discussion, please contact [email protected]. |