[PROJECT] Infrastructure Ecosystem-Wide Support, Outage, Escalation Process

[trechriron]

Summary

Create a soup to nuts support mechanism for the NEAR Infrastructure with collaboration between NF, Pagoda, and ecosystem partners. This should include a Zendesk support portal, ticket routing and assignment, escalation procedures, tooling to support fast collaboration and response times, and reporting of outages.

Goals & Milestones

1. Stand up a Zendesk support portal
2. Invite all participating teams to the Zendesk instance.
3. Devise the assignment of issues to what people.
4. Devise the escalation process based on types / categories.
5. Devise the Incident Management process.
6. Devise the Post-Mortem process.
7. Devise the public reporting process for outages.

Tasks

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1. [TASK] Zendesk Integrations Infrastructure-Working-Group#109
   Task +1