Handling support requests
As part of the Skyscrapers customer base, we have a knowledgeable team to handle all of your support requests. In order to ensure that we can provide you with the best possible service, we have a few guidelines that we would like to inform you about. Keeping these in mind, will make sure that we are fully aligned and informed when collaborating.
Communication channels
We maintain multiple channels to interact with us. Each has its strengths, depending on the type of request and its priority.
| Channels | |
|---|---|
| GitHub Issues |
|
| Slack |
|
| Dedicated 24/7 phone number | For very urgent requests related to major production events requiring immediate attention, regardless of the time of day. You find the number in the README.md of your main GitHub repository. Follow the Production down procedure. |
| Remote status meetings | Determine the status of the project and to see in which way we can help you achieve your goals. |
The support process step by step
Each step of the process has its own page with the details:
- Support & change request types: what kind of request you are making and the role of your Customer Lead.
- Request priority: how to pick the right priority and the response time that comes with it.
- How should I create a request: which channel to use for which priority.
- Follow up on requests: what each status on your GitHub board means and when we need your input.
For specific situations:
- Production down procedure: production is down or severely degraded and needs immediate attention, day or night.
- Pull request reviews & self-apply: getting your own pull requests reviewed and applied.
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