Support Processes and Policies

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[New Thalia Domain Qualification]
New Customer Query Documents:
- [Preliminary FAQ for Potential Thalia Customers]
- [Preliminary Questionnaire for Potential Customers]
- Follow-up Email to Prelim. Questionnaire
- Customer Requirements for new domains
["Welcome to Your New Thalia Domain"|Support Processes and Policies^Thalia_New_Domain.doc] Letter

Example of release communique, and explanation.

How To Provide Service for Thalia Customers:

(as of 6/2008; procedures have and will continue to be adjusted.)

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

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Contents

On this page

Thalia Support Documents:

How To Provide Service for Thalia Customers: