Difference between revisions of "Escalation"
From Dreamwidth Notes
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* If you can reach Dreamwidth at all, [http://www.dreamwidth.org/support/ file a support request from the web form]. | * If you can reach Dreamwidth at all, [http://www.dreamwidth.org/support/ file a support request from the web form]. | ||
| + | ** [http://www.dreamwidth.org/support/faqbrowse?faqid=242 Guide on filing support requests] | ||
** There is a listing of [http://www.dreamwidth.org/support/faqbrowse?faqcat=issues some of the current known issues] in the FAQs. | ** There is a listing of [http://www.dreamwidth.org/support/faqbrowse?faqcat=issues some of the current known issues] in the FAQs. | ||
* If you cannot reach Dreamwidth, email support (at) dreamwidth (dot) org with a full description of what you are trying to do, what you expect will happen, what is happening instead, and the full text of any error messages you are getting. | * If you cannot reach Dreamwidth, email support (at) dreamwidth (dot) org with a full description of what you are trying to do, what you expect will happen, what is happening instead, and the full text of any error messages you are getting. | ||
Revision as of 04:27, 2 July 2013
- Support
- Senior volunteers/Non-sysadmin staff (MissKat is most often on duty)
- Sysadmin staff (Mark or Robby)
Downtime
In case of site downtime, this wiki page is possibly not going to be available. If it's not, use your best judgment. If it is, try and follow the escalation procedures.
This page needs a final vetting by staff before it is considered official. This line will be removed once that happens.
- Is it down for you? Does reloading fix the page? Can you load other internet pages? What errors are you getting?
- Does DownForEveryoneOrJustMe.com think it's down?
- Can other people in IRC load it? What does Fig say?
- How long has it been going on?
- If others are able to reach the site, file a support request, including any error messages you may be getting. (See Filing support requests for instructions.)
- If it is down for everybody, locate a senior volunteer or staff (their IRC cloaks will contain "Delegate" or "Staff"). MissKat is the most likely to be on duty and paying attention at any given moment.
- Senior volunteers or non-Mark/Fu staff will confirm the error, and file/assist with filing support tickets and/or bug reports if warranted.
- After confirming that it is a hair-on-fire situation, Mark will be paged.
Filing support requests
Even if you report an error you are having in IRC, please also file a support request if you can. Support requests help staff remain accountable (so issues do not get forgotten) and keep track of how many people are experiencing a particular problem.
- If you can reach Dreamwidth at all, file a support request from the web form.
- Guide on filing support requests
- There is a listing of some of the current known issues in the FAQs.
- If you cannot reach Dreamwidth, email support (at) dreamwidth (dot) org with a full description of what you are trying to do, what you expect will happen, what is happening instead, and the full text of any error messages you are getting.
