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Eureka Support Activities Guidelines

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Roles & Responsibilities

  • Team Lead: Oversees the support process, manages team rotation schedules, and ensures proper assignment of issues.

  • Support Engineers: Team members assigned to handle reported issues, fix bugs, and communicate with stakeholders.

  • Product Owner (PO): Prioritizes support tickets, and works with stakeholders to clarify issues.

  • Quality Assurance (QA): Ensures that all bug fixes and support-related tasks are tested thoroughly before deployment.

  • Stakeholders: External or internal teams who raise issues and report bugs.

Support Workflow

  • Step 1: Issue Reporting

    • Support requests or bug reports are submitted through the FOLIO Jira board in the [EUREKASUPPORT] project.

    • Requesters must provide key details (description, reproduction steps, logs, environment, etc.).

    • The Eureka Team should be notified via the Slack channel (#eureka-support) or the RRT channel.

  • Step 2: Triage & Prioritization

    • Issues are classified into categories: Critical(P1), High(P2), Medium(P3), Low(P4).

      • P3 and P4 issues should be moved out of the board and put into the backlog or upcoming sprint.

      • P1 and P2 requests should moved to the “In Analyse” column

    • The Support Engineer assigns corresponding tags to the issue based on the requester

      • RRT(P1)

      • kitfox-blocker(P2-P4)

      • FSE(P2-P4)

      • eureka-community-issue(P2-P4)

    • The Product Owner (PO) and Team Lead review incoming tickets and move to the “To Do“ column.

  • Step 3: Assignment & Ownership

    • Support tasks are assigned to team members based on availability and expertise.

    • In progress can be only one ticket per Support Engineer.

  • Step 4: Investigation & Resolution

    • The assigned engineer investigates the reported issue.

    • If the bug is confirmed, the engineer proceeds with the fix and opens a sub-task if necessary.

    • If PR is required, should be created a separate ticket in the corresponding project.

    • Before moving the issue to the “In Review“ column, fulfill an RCA field in the Jira ticket.

  • Step 5: Testing & Validation

    • Once the issue is resolved, it is sent to the QA team for validation.

    • QA team runs tests to ensure the issue is fixed without causing regressions.

  • Step 6: Deployment & Communication

    • Resolved tickets are deployed to the appropriate environment.

    • Communicate resolution to the reporter or stakeholders.

Support Rotations

  • Rotation Schedule:

    • Bi-weekly rotations for team members to be "on support duty."

    • The rotation schedule will be managed in Confluence or a shared team calendar.

    • The person on rotation is the primary contact for any support tickets during their assigned period.

  • Backups:

    • Team Lead is a backup engineer to provide coverage if the primary support engineer is unavailable.

SLAs (Service Level Agreements)

  • Critical (P1):

    • Response: Within 1 hour

    • Resolution: Within 24 hours

  • High (P2):

    • Response: Within 4 hours

    • Resolution: Within 24 hours

  • Medium (P3):

    • Response: Within 24 hours

    • Resolution: Within 5 days

  • Low (P4):

    • Response: Within 48 hours

    • Resolution: Within 10 business days

Communication Guidelines

  • Internal Communication:

    • Use Teams channels for real-time communication among the team.

    • Ensure that updates on high-priority issues are shared during daily stand-ups.

  • External Communication:

    • Slack #eureka-support channel and RRT channel are the only places for communications with the Eureka team for support activities.

    • Maintain professional, clear communication with stakeholders through Jira, Slack, Teams, and emails.

    • For critical and high-priority issues, provide regular status updates in the communication channel where the issue was reported.

Documentation & Knowledge Sharing

  • Issue Documentation:

    • Document root cause analysis, resolution steps, and any workarounds in the Jira ticket.

    • Add documentation links to the Confluence page under the "Support Knowledge Base."(If applicable).

    • Fulfill an RCA field in the Jira issue.

  • Support Knowledge Base:

    • Create a shared Confluence space for storing frequently asked questions, troubleshooting steps, and known issues.

    • Update regularly with common resolutions.

Escalation Process

  • Escalation to Product Owner:

    • If a critical issue is not resolvable or it is not clear how it should work correctly, escalate to the Product Owner immediately.

  • Technical Escalation:

    • Complex issues requiring architectural changes are escalated to the lead developers or technical architects.

13. Contact Information

Provide contact details for the key members involved in support activities.

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