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Customer communications should refer to these queues as the primary entry point for communications with the Thalia team.
Primary contact will be made by a Thalia QA representative. If the primary contact cannot resolve the issue, or is unavailable, responsibility for RT items falls to project management. We aim for no more than 24 hours between an item entering the queues, and the initial response from a Thalia team member.
Other e-mail addresses:
thalia-info@mit.edu is currently a moderated an e-mail list of current customers . Change to make this list an unmoderated, members-only list is in process, to give Thalia users a place to discuss use of the system. While team members are welcome to discuss on this list, we note that it is not managed as an RT queue, and so is not managed. Intensive customer communications on specific problems ought to be shifted to the RT queuesand is used to send customers announcements of upcoming releases or patches.
thalia-dev@mit.edu is for internal communications among team members. It is *not* a customer support line, and is not connected to an RT queue. We should cease suggesting customers send e-mail to this address.
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