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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

The Eureka team will implement a dedicated Kanban board to manage all support activities. This board should include only tickets to track a support process. If support requires development, dedicated spikes, features, or other dev team activities, it should be addressed through separate tickets within the relevant projects. Support tickets shouldn't have any estimations.

Step 1: Issue Reporting

  • Support requests are submitted through the FOLIO Jira board in the [EUREKASUP] 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.

  • The support engineer should create a Jira task to cover RRT activities(without details, logs, etc.).

  • If communication in channels or questions from stakeholders takes 1 hour or more - create a corresponding ticket to track this activity.

Step 2: Triage & Prioritization

  • PO is responsible for the classification of incoming issues into categories: Critical(P1), High(P2), Medium(P3), and Low(P4).

    • P3 and P4 issues should be moved out of the board and put into the backlog or upcoming sprint. Also, a project for a ticket should be changed from the EUREKASUP to the most relevant one.

    • P1 and P2 requests should moved to the “To Do” column after the initial analysis.

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

    • RRT

    • kitfox-blocker

    • FSE

    • PTF

    • eureka-community-issue

Step 3: Assignment & Ownership

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

  • In progress, there 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.

  • The support engineer should provide a comment describing the issue and how it was resolved. If needed, this information should also be added to the wiki page.

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:

  • The Team Lead serves as the backup engineer, stepping in 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 1 hours

  • Resolution: Within 48 hours

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 daily 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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