[HCoop-Discuss] Deposit/balance policies

[Steve Taylor]

[first sent 2008-01-04 22:28:23]

Adam Chlipala <adamc at hcoop.net> writes:

> The pages new members are asked to read are supposed to express the fact
> that you should start at the portal support page:
>     https://members.hcoop.net/portal/support
> to make any kind of request for help, raise any issue, etc..  There
> should be no worries about opening a bug inappropriately, as long as you
> read through that support page and follow the instructions there.
> Perhaps we need an explicit clarification that billing and other
> meta-issues should be handled with the same procedure?

I'd prefer "explicit." I don't have the habits of an experienced
sysadmin; I don't think of using the support tickets.

>
> For the text in question, see "Getting help from the admins" on:
>     http://wiki.hcoop.net/MemberManual/GettingStarted

The texts are useful. But I'm still asking questions I don't see
answered in MemberManual/GettingStarted:

- When my website is not responding, what
  should I check before going to portal/support?
- How will I know it's my website, not the HCoop server, that's down?
- How will I know the HCoop server is down and what should I do if it
  is?
- When will I get notice/confirmation if the server is down?

Remember, I'm not speaking as an experienced user.

>> ,, Are the minutes or board decisions available to
>> members online? Can a summary of board discussions on #Hcoop
>> be made available?
>>
>
> ntk has posted logs and minutes for official IRC meetings, but we often
> have impromptu, unofficial meetings, and I'm afraid it just won't be
> feasible to provide audit resources for those meetings.
>
> See: http://hcoop.net/board/

That's great. Sometimes [hcoop-discuss] refers to things not
mentioned  -- missing links, that kind of stuff. But the board makes
decisions and I don't want all the nitty-gritty. That's why boards get
paid such exorbitant salaries :-)

About the member's portal page: I'd prefer to see my balance first,
not the "Add to your balance" texts. And I hope there would be some
kind of flag beside a low balance.


This is a suggested revision in ProspectiveMembersFaq, If it's not
useful, junk it.

Q: How do I get in touch with them?

OLD

As part of our member portal, we have a "support ticket" system like you'll
find at most commercial hosting providers. There are also special systems for
"semantically rich" requests for things like installation of Debian packages or
permissions to configure particular domains. Members never contact admins
directly, but rather interact with them through these web-based tools. We tend
to have fast enough response times to requests for members to remark on them
favorably.

NEW

Access our member portal's support page at [title|url] and complete a
support ticket. Most commercial hosting providers use a similar
system. Specialized tickets make it easier to request common changes:
"semantically rich" requests for things like installation of Debian
packages or permissions to configure particular domains. Never contact admins
directly; instead, interact with them through these web-based tools.
Feedback on the ticket system has been favorable.

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'night
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