Thalia Support Documents:How to Provide Support to Thalia's Customers How to Provision a New Thalia Domain
How to Create a Demo Account
How to Update Thalia's Space Stats Thalia User Help
Thalia Quickstart Videos
Thalia RT Queues and E-mail ListsRT Queues and E-mail Lists
Terms of Service
Thalia Known Issues Thalia Release Communications }
\\
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|Preliminary FAQ]
** [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]*
\\
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}
|