diff options
| -rw-r--r-- | staff/index.md | 1 | ||||
| -rw-r--r-- | staff/support.md | 57 |
2 files changed, 58 insertions, 0 deletions
diff --git a/staff/index.md b/staff/index.md index 4c044fc..a581973 100644 --- a/staff/index.md +++ b/staff/index.md @@ -5,3 +5,4 @@ title: Staff Resources The intended audience for this part of the wiki is SourceHut staff. - [Culture introduction and onboarding](/staff/culture.md) +- [Support procedures](/staff/support.md) diff --git a/staff/support.md b/staff/support.md new file mode 100644 index 0000000..c85eead --- /dev/null +++ b/staff/support.md @@ -0,0 +1,57 @@ +--- +title: Support procedures +--- + +How to handle various common support issues. + +## Account deletion + +Ask the user if they're willing to wait until self-service account deletion is +available. If not, delete their data manually from the database and other data +stores (e.g. git). + +## Account renames + +Clarify that it's prioritized for the beta but not available now, and suggest +that they register a new account, move their data over manually (using +import/export features et al), and ask for their billing info to be transferred +to the new account. + +## Need 2FA disabled to reset account password + +We need to establish their identity via two factors of authentication before we +can proceed with this. The first factor is usually the email address they +reached out to us with: it must match the address on file for their account. + +If they have SSH or PGP keys, we can ask them to provide a cryptographically +signed challenge proving their identity and authenticating their request. If +they have a website, we can ask them to add a DNS TXT record with a randomly +generated value to verify their identity. + +Without these options, they have no recourse but to register for a new account. +We can transfer billing information to the new account, or cancel their current +payment plan, without two-factor authentication. + +## Cannot pay for service + +Generally this ends with offering the user one year of free service and asking +them to email us again when it runs out if their situation has not changed. + +Common reasons to grant free service: + +- Insufficient income (e.g. students) +- Unable to pay using their preferred payment method +- Political problems (e.g. Russian sanctions) + +Common reasons to reject requests for free service: + +- They want free service because their FOSS project is FOSS + +## Transfer billing information to new account + +Verify both accounts, using two factors if necessary, then use the meta.sr.ht +admin UI to transfer the billing info over. + +## TODO + +- Support mailing list which multiple staff have access to? |