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Support process ⛑️

1st line​

Head of Product (James) will take a look at all incoming tickets, solve any they can and get more information as required. If it requires dev involvement then they will assign it to the Development team in Hubspot and message #support on Slack.

Dev support​

Dev support rota 📆​

The development team will have a weekly rota for who is on support each week.

For the rota, see the Dev support rota Google calendar.

End of week handover​

The outgoing support dev updates the assigned owner in Hubspot to the new support dev for any tickets that they need to take over.

This should happen on Monday morning.

Support tasks​

The responsibilities of the support developer will be:

  • Hubsport support issues: Investigate and fix support issues assigned to the development team

    You think you can't fix it?

    If you can’t fix it, pair with someone who can. 🙌

    • Raise github issues for larger support issues to be managed in standup
    • Give an update on support in daily standup
    • Provide cover for 1st line if Head of Product (James) is not working

  • Prod alerts: Initial investigation of any prod alerts / any other prod monitoring

  • QA issues: Initial investigation of any QA issues / regressions

  • Theming requests: Create tickets for any theming requests coming in via the #support Slack channel or via email

  • Audit issues: Fix any npm audit issues on Dev:

    Audit best practices
    • Don’t fix npm audit issues on Staging as issues might not be identified if the regression script in that area had already been run
    • Do create a new PR just for audit fixes. Don’t just include it in an existing PR.

Updating Hubspot​

It is the responsibility of whoever is handling an issue to update Hubspot and the customer, this may or may not be the support developer.

Tickets in Hubspot need to be properly closed once they are complete.