How to: get day-to-day (not-urgent) support¶
Please ask questions in the shared chat-space (Slack, or otherwise) or using the email address that we set up during onboarding.
If you need to reach us urgently, refer to how to: page us.
Help us to help you¶
Since we're not necessarily in the same time-zone as you are, nor seeing exactly what you see; here are some things to include when you contact us for help.
We do use issue-tracking but that's internal. If you have a reference, please include it; the person who responds to you may not have context on recent goings-on as events relate to you, and may not be the same individual you spoke with in the past.
- What are you trying to do?
- What outcome(s) do you expect?
- What actually happens?
- What is the context? Let us know your environment, tools, versions, OS, CPU-architecture, commands tried & output, etc.
- What is the impact?
Really, same as a bug report but with future tense. :-)
What are you trying to do?
... or: What would you like to be able to do? - What outcome(s) do you expect?
... or: What would you like to have happen? - What actually happens?
... or: What do you imagine seeing if you try? - What surrounding context is there?
... as above.