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Framework Support Process

Definitions

  • Framework member - is a person who is an active contributor and with write access to the tanzu-framework repo.
  • Critical urgent issue - is an issue that severely impacts the use of the software and has no workarounds. This kind of issue should be labeled with severity-1 label.

Weekly rotation

The Framework members use a weekly rotation to manage community support. Each week, a different member is the point person for triaging the new issues and guiding severity-1 issues to the best state to be tackled.

The point person is not expected to solve every critical(severity-1) issue or be on-call 24x7. Instead, they will communicate expectations for the critical urgent issues to the community and ensure the issues are in the best position to be addressed.

The point person is not expected to be involved with normal non-critical priority(other than severity-1) issues.

Start of Week

Support schedule will be provided to ensure everyone knows when their support week is occurring.

The schedule will consist of members who provide a week of their expertise to ensure new issues receive the labeling they need.

They also work closely with the community to ensure the issue is properly detailed and have steps for reproducing the issue, if appropriate.

Point people are responsible for ensuring they are active and managing the issue backlog during their scheduled week.

During the Week

The point person will monitor:

These issues can also be viewed with a single aggregating query.

GitHub issue flow

Generally speaking, new GitHub issues will fall into one of several categories. The point person will use the following process for each issue:

  • Feature request
    • Label the issue with kind/feature.
    • Determine the area of the Framework the issue belongs to and add appropriate area label.
    • Remove needs-triage label.
  • Bug
    • Label the issue with kind/bug.
    • Determine the area of the Framework the issue belongs to and add appropriate area label.
    • If the issue is critical urgent, it should be labeled as severity-1.
    • Remove needs-triage label.
  • User question/problem that does not fall into one of the previous categories
    • Assign the issue to yourself.
    • When you start investigating/responding, label the issue with investigating.
    • Add context for both the user and future support people.
    • Use the triage/needs-info label to indicate an issue is waiting for information from the user. If you do not get a response in 20 days then close the issue with an appropriate comment.
    • If you resolve the issue, add the resolution as a comment on the issue and close it.
    • If the issue ends up being a feature request or a bug, update the labels and follow the appropriate process for it.

End of Week

The point person will ensure all GitHub issues worked on during the week are labeled with investigating and triage/needs-info (if appropriate), and have updated comments, so the next person can pick them up.