Anya will provide an update and POs will have a change to ask questions.
Support SIG meets Every Monday @ 7am PT
Consists of live customers
P1 - Hotfix candidates (multiple live libraries have reported (or first library upgraded and an issue/no work arounds) - immediate fix is required; production show stopper
P2 - Need to be fixed by next release (
P3 - Team will get to it
Reporter: Log with hosting provider first before creating support ticket
Reporter: Must Validate
POs are encouraged to discuss with reports via JIRA comments or slack or etc
POs please give P1/P2 frequent updates to the SIG/reporter
POs appreciate the JIRA pings/follow-ups.
Support SIG: Use the Release field (on an issue) to track when an issue will be done for a release
How are POs using the Release field? a.) Use for managing backlog b.) use for managing support sig requests and defects
PO takeaways
Triage any issue reported by Support SIG
Be proactive in reaching out to the SIG and customers regarding reported issue
Keep Support SIG in the loop on reported issue's status. Give the SIG a sense of the complexity of the issue and when the issue can be/will be fixed. Communicate workarounds.