Merge pull request #31 from ryanlovett/support

Merge common issues and github support page.

_toc.yml

@@ -68,9 +68,6 @@ parts:
   chapters:
   - file: support/contact-us
   - file: support/common-requests
-  - file: support/github
-- caption: DataHub Frequently Asked Questions (FAQ)
-  chapters:  
   - file: faq/onboarding
     title: Onboard new users
   - file: technology/jupyter/install-packages

support/common-requests.md

@@ -2,14 +2,46 @@
 title: Common Requests
 ---
 
-## Packages
+## Create an Issue
 
-Please test your assignments for hub compatibility before the start of the semester. Check whether all the needed Python/R packages and their required versions are installed. If not, please use the [package request template](https://github.com/berkeley-dsep-infra/datahub/issues/new?assignees=felder%2Cbalajialg&labels=package-request&template=package_request.yml&title=Request+python+package+X+for+class+Y) to raise a request to the infra team.  The Infra team requires at least 2 business days for a turnaround on support requests such as this.
+We have categorized common user requests into [templates](https://github.com/berkeley-dsep-infra/datahub/issues/new/choose). Some of them are described below.
 
-## Elevated Privilege Access
+[Request Package Addition or Change](https://github.com/berkeley-dsep-infra/datahub/issues/new?assignees=&labels=support&template=datahub-package-addition---change-request.md&title=Request+python+package+X+for+class+Y)
+: You want to install new software packages into the user environment.
 
-You can use this [GitHub template](https://github.com/berkeley-dsep-infra/datahub/issues/new?assignees=balajialg&labels=support&template=admin_request.yml) to request [elevated privileges](admin?highlight=admin) for course staff to troubleshoot student servers in the requested hub.
+[Request for RAM/CPU](https://github.com/berkeley-dsep-infra/datahub/issues/new?assignees=&labels=support&template=higher-resources.md&title=Request+more+RAM+for+class+X)
+: You want to increase/decrease RAM for a specific hub.
 
-## Big Assignments / High Use times
+[Request Elevated Privileges](https://github.com/berkeley-dsep-infra/datahub/issues/new?assignees=&labels=support&template=admin_request.yml)
+: You want members of your teaching team to have elevated privileges. This is useful for when course staff need to troubleshoot student servers.
 
-You can share the important date(s)/time(s) for workshops/exams/assignments etc. when you expect the resource requirement to be greater than usual. We will review your request and get back to you directly about the feasibility of increasing resources. You can provide us with all the relevant information using the [calendar event scheduling template](https://github.com/berkeley-dsep-infra/datahub/issues/new?assignees=felder%2Cbalajialg&labels=support&template=resourcescheduler.yml&title=Increase+compute+resources+for+Course+XXX+between+specific+date%28s%29%2Ftime%28s%29).
+[Retrieve User Data](https://github.com/berkeley-dsep-infra/datahub/issues/new?assignees=&labels=support&template=data_archival_request.yml)
+: You want to request data stored as part of your hub instance.
+
+[Schedule Cluster Scaling](https://github.com/berkeley-dsep-infra/datahub/issues/new?assignees=felder%2Cbalajialg&labels=support&template=resourcescheduler.yml&title=Increase+compute+resources+for+Course+XXX+between+specific+date%28s%29%2Ftime%28s%29)
+: You can share the important date(s)/time(s) for workshops, exams, assignments, etc. when you expect the resource requirement to be greater than usual. We will review your request and get back to you directly about the feasibility of increasing resources.
+
+[Bug Report](https://github.com/berkeley-dsep-infra/datahub/issues/new?assignees=&labels=bug&template=bug_report.yml)
+: You found a bug in any part of the software stack.
+
+[Share New Enhancement](https://github.com/berkeley-dsep-infra/datahub/issues/new?assignees=&labels=type%3A+enhancement&template=featurerequest.md)
+: You envision a new feature or documentation change that would help your existing workflow.
+
+[Generic Issue](https://github.com/berkeley-dsep-infra/datahub/issues/new)
+: For any other issue.
+
+## Service Level Agreement for Issues
+
+Time for this SLA will start from the time when we have complete information regarding your request,
+
+Package installation
+: Acknowledgement within two working days.
+
+RAM increase
+: Acknowledgement within two working days.
+
+Elevated privileges
+: Request completed within two working days.
+
+Data archival request
+: Request completed within three working days.

support/contact-us.md

@@ -4,12 +4,12 @@ title: Contact Us
 
 ## GitHub Issues
 
-The best way for instructional staff to request help with the DataHub is through filing a [GitHub issue](github.md).
+The best way for instructional staff to request help with DataHub is through filing a [GitHub issue](github.md).
 
 ## Slack Channel
 
-If you have anything you'd like to discuss with w/the infra team, please join the Slack channel. Access [uctech.slack.com](http://uctech.slack.com/) (anyone with a berkeley.edu account can get in) and join the #ucb-datahubs channel to interact with the infra team.
+If you have anything you'd like to discuss with the infrastructure team, please join the #ucb-datahubs channel in at [uctech.slack.com](http://uctech.slack.com/). Anyone with a berkeley.edu account can get in.
 
 ## DataHub Service Lead
 
-In addition, you can reach out to Balaji Alwar <[email protected]> directly if there are time-sensitive issues.
+Reach out to [Balaji Alwar](mailto:[email protected]) directly if there are time-sensitive issues.