[Fiware-technical-committee] Fwd: REMINDER: Dealing with technical support on FIWARE within the IMPACT Growth program

[Juanjo Hierro]

Dear all,

   If you are in the To: of this mail it is because you are actually 
subscribed to the fiware-tech-help mailing list, where requests for 
support on FIWARE technologies are mainly directed.

   Probably you also know that there are several FIWARE Accelerator 
programs in place where an increasing demand on support of FIWARE GEs 
may arrive and has to be handled properly. Please find attached the mail 
that I have sent to tech contacts of companies within the IMPACT Growth 
program so that you are aware of the procedure they have been asked to 
follow.

   Please note that support to the Community of users is expected for 
all FIWARE GEs, no matter if there is a specific funded project for that 
purpose.  Overall support is monitored for each FIWARE GEs to make sure 
it should keep getting qualified as such (i.e., as FIWARE GE)

   @All: If you believe you shouldn't be part of the fiware-tech-help 
mailing list, please let Veronika <veronika.vlnkova at fiware.org> know and 
put me and Stefano in cc.

   @All: If you are in the list is probably because your company is 
owner of some given FIWARE GE.  Please check whether the people within 
your organization who should be taking care of tech support requests is 
listed in the To: of this message.  If there is someone missing, please 
tell Veronika.   Any other changes in the list (e.g., you may want to be 
registered with another mail address) please also tell Veronika.  In 
these cases, you don't need to add Stefano or me in copy.

   @Clara/@Laura and rest of the FIWARE TSC: Let us also know if you 
want to be in the list.  I would recommend this at least for Clara and 
Laura but please let Veronika know.

   Cheers,

Document
Juanjo Hierro
Chief Technology Officer
juanjose.hierro at fiware.org <mailto:juanjose.hierro at fiware.org>
www.linkedin.com/in/jhierro <https://www.linkedin.com/in/jhierro>
Twitter: @fiware <https://twitter.com/fiware> @JuanjoHierro 
<https://twitter.com/JuanjoHierro>











-------- Forwarded Message --------
Subject: 	REMINDER: Dealing with technical support on FIWARE within the 
IMPACT Growth program
Date: 	Wed, 22 Nov 2017 07:50:22 +0100
From: 	Juanjo Hierro <juanjose.hierro at fiware.org>
Organization: 	FIWARE Foundation
To: 	sachin.t at rpplatform.com, he at bookingabus.com, 
jorge.gonzalo at clarity.ai, antonio at delsuper.es, michael at farmdog.ag, 
florian.klemt at fashion.cloud, f.chiaramonte at gymcraft.es, 
draba at ubikwa.com, susana at stratioautomotive.com, peter at familiohq.com, 
Daniel Gorman <daniel at xapix.io>, vin at ybvr.com, pawan at tablegrabber.com, 
eslem at fruitsapp.com, Andrew Boskin <andrew at xapix.io>, 
moises.garcia at clarity.ai, ido at farmdog.ag, efarres at ubikwa.com, 
innovation at stratioautomotive.com, oliver at xapix.io
CC: 	Veronika Vlnkova <veronika.vlnkova at fiware.org>, Verus Plotho 
<verus.plotho at fiware.org>, Charlotte Kotterman 
<charlotte.kotterman at fiware.org>, Juanjo Hierro 
<juanjose.hierro at fiware.org>



Dear all,

   You are receiving this mail because you were identified as technical 
contacts within your company and therefore leading integration of FIWARE 
technologies within your product (or at least involved and identified as 
main tech contact by your company)

   We are approaching last phase regarding integration of FIWARE 
technologies in your product so we want to make sure that management of 
support requests are handled properly.

   For this reason, I would like to remind you that you should follow 
the established procedure we shared with you at the beginning of this 
process.

   Therefore, regarding specific technical support questions (e.g., 
seeking advice/help for solving a particular issue) we kindly ask you to 
follow the regular channels, as described in 
https://www.fiware.org/contact-us/:

 1. Use the fiware-tech-help at lists.fiware.org mail box to formulate
    technical questions on the FIWARE platform, including requests for
    technical support or enhancements on reference implementations of
    FIWARE components.  It will provide a first-level technical support
    regarding FIWARE technologies.   Please add the keyword IMPACT in
    the subject of your request so that we know it comes from a company
    accelerated under the IMPACT-Growth program and then it should be
    prioritized.   Please add the assigned coaches in copy.
 2. Please note that handling of non-trivial technical requests will be
    transferred to StackOverflow.com where they will be answered.  It
    might be a good practice to check first whether your question has
    already been answered in StackOverflow.com.

   This is not an attempt to bring bureaucracy in the process. Mails 
sent to the fiware-tech-help transform into JIRA tickets which then can 
be properly assigned and monitored on our side as to make sure they are 
properly handled.   It is also a mean to measure performance of members 
of the FIWARE Community involved in support tasks.   Veronika, in copy, 
is the person within the FIWARE Foundation who will take care this 
process runs smoothly but we need that you follow the process.  Note 
that coaches are not expected to solve all your technical questions and 
they (or Veronika) may involve other people of the FIWARE Community in 
solving them.

   Please forward this mail within your dev teams so that everyone who 
has to be informed is actually informed.  If you believe we shall add 
someone else from your company to our list of tech contacts, please send 
an email to Veronika: veronika.vlnkova at fiware.org

   Cheers,

-- 
Document
Juanjo Hierro
Chief Technology Officer
juanjose.hierro at fiware.org <mailto:juanjose.hierro at fiware.org>
www.linkedin.com/in/jhierro <https://www.linkedin.com/in/jhierro>
Twitter: @fiware <https://twitter.com/fiware> @JuanjoHierro 
<https://twitter.com/JuanjoHierro>









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