Thalia Support Documents:
Thalia User Support:
- Thalia User Help
- About Thalia User Help
- Thalia FAQ
- Thalia Known Issues
- [Thalia Request Tracker Queues and E-mail Lists]
Thalia Training Videos:
- [About Thalia's training videos]
- Links to existing videos
Demo Accounts:
- How to create a demo account.
Thalia New Domain Provisioning:
- [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 you New Thalia Domain.doc] Letter
- Example of release communique, and explanation.
Thalia Service Level Agreement
*[]*Terms of Service
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