Regular Customer Communications:
The following communications are ultimately the responsibility of the release engineer for a given release:
1. One week before the planned release we announce that the release is coming, when to expect it, and what new features/changes the user will see.
2. The day before we confirm that the release is happening, repeating when to expect it and what will be in it (this might have changed slightly from the previous week, that is to be expected)
3. The day after the release we announce that the release was successful and ask users to please tell us what they think of the new features/changes (and list them)
If there is a change anywhere along the line, we send out a correction as needed. If the deployment doesn't go through the night it is scheduled, the next day message should state that it didn't happen or that it was rolled back due to technical difficulties or the like, and let the user know what we intend to do about it.
The primary contact for RT queues is responsible for the following:
1. When a bug or enhancement reported or requested by a customer is included in a release, a separate e-mail to the requestor(s) should inform them of the fact.