Tech support workflow

  • Each Monday and Wednesday we allocate developers for all our clients tech support. During this day we are targeting to close all ongoing issues and small enchancement tasks from Issues tab of your project at camp.null.by.
  • If issues tab has large tasks which we won't be able to process on Monday\Wednesday fashion then we are planning larger allocation: new milestone at camp.null.by with start and end date. Customer will get notification that tasks are large and require explicit planning.
  • We don't process support tasks in fixed price fashion since they are typically too small and its hard to forecast efforts at such a small time scale. But you can request estimate which has a status of 'guess'.
  • We target to consume all prepaid hours of support contract during the month. If you don't have tasks for us you will get offers from us: typically, this is small tech improvements.
  • Customer have a right to request for an expedited fix (for 'operations blocker' type of bug) in order to fix it urgently during other days of week. Use direct communication channel with manager (Dmitriy, Masha or Victor) in order to do this. However, manager can decline 'operations blocker' status of tasks if it does not affected big percent of users and\or bug does not block advertising or checkout process. Please, remember, you will be charged for manager's working hours as well.
  • We do not deliver any updates (unless super critical) to production servers on Fridays in order to avoid troubles over weekend. We hihgly recomend to avoid database updates over admin panel during weekend or days of public holidays in Belarus because our support capabilities are limited during this days.
  • Customer's responsibility to keep tasks list updated before Monday and Wednesday working day start, so that we are clear with ongoing issues during this days.
  • If you have Kibana setup then each support day (Monday and Wednesday) starts with client side and server side errors review at Kibana monitoring panel which collects all errors occured at production. We charge customer for one working hour each Monday\Wednesday for this review. Review results to issues at camp.null.by which should be fixed the same day.
  • General strategy on testing is the following: we do not allocate QA hours for deployment tests. Instead we have light acceptance process by manager which ensures that delivered functionality works correctly and main pages of site are not affected with regression bugs. Additionaly, we collect all errors at Kibana. In other words, our strategy is to test deployment with real user and collect occured errors automatically for further fixing.
  • We track working hours during Monday\Wednesday support days at issues at camp.null.by. Customer recives invoice for this hours monthly.