Page History

{div:style=width:350px;overflow:hidden;float:left;}
{panel:borderStyle=solid|borderColor=#ddd|bgColor=#fbfbfb}
h2. Contents

{pagetree:root=Thalia Customers and Support|sort=natural}
\\

h2. On this page

{toc:exclude=Contents,On this page|includePages=true}
\\
{panel}
{div}
{div:style=overflow:auto;margin-left:10px;min-height:600px;}
\\

h4. Thalia Support Documents:

*Thalia User Support:*
* [Thalia User Help|http://thalia.mit.edu/help/index.html]
* [About Thalia User Help|Thalia User Help]
* Thalia FAQ
* [Thalia Known Issues|http://demo.thalia.mit.edu/about/knownissues.html]
* [Thalia Request Tracker Queues and E-mail Lists]

*Thalia Training Videos:*
* [About Thalia's training videos|Thalia Training Videos-]
* [Links to existing videos|http://thalia-test.mit.edu/help/index.html?quickstart.html]

*Thalia New Domain Provisioning:*
* [New Thalia Domain Qualification]
* New Customer Query Documents:
** [Preliminary FAQ for Potential Thalia Customers|FAQ for customers considering Thalia]
** [Preliminary Questionnaire for Potential Customers|Preliminary Questionnaire]
** [Customer Requirements for new domains|Customer Requirements Questionnaire]
* ["Welcome to Your New Thalia Domain"|Support Processes and Policies^Thalia_New_Domain.doc] Letter

*[Thalia Release Communications]*

* [Example|Thalia Release Communications] of release communique, and explanation.

*[*Thalia Service Level Agreement*|Thalia Service Level Agreements]*

*[]*[Terms of Service]*
 |Thalia Service Agreement]\\

h4. How To Provide Service for Thalia Customers:

{color:#cc0000}_(as of 6/2008; procedures have and will continue to be adjusted.)_{color}

*How to Create a new Domain for a customer:*
•    Query received; send to customer:
o    Preliminary FAQ
o    New Domain Qualification questions
•    Receive answers to new domain qualification questions; if Thalia is right for them, and managers pre-approve new customer:
o    Send Preliminary Questionnaire
•    Receive answers to preliminary questionnaire; if customer wants a domain:
o    Send Customer Requirements for New Domain (could this become a web form?)
o    May need to meet with customer now
•    Send RTqueue request to Ops to set up new domain
•    When domain is up and smoke tested:
o    Send customer "Welcome to Your New Domain" letter.

*How to Respond to a query for help from a customer:*
*• *   User should ask their domain admin for help first.
•    Customer Emails request to RTqueue.
•    Customer advocate answers all help requests, pulls in developers expertise when necessary.

*How to Document features customers ask for:*
•    Request come in via RTqueue
•    Customer person reviews, thanks customer.
o    Determines if request is for a new feature
o    Consults with developers if feature is technically possible
o    Submits as a JIRA issue

*How to Set up training for a customer:*
•    Send a request to the RTqueue
•    Customer advocate answers, consults with higher-ups to ask about setting up training
 
{div}