Latest update: Aug 2022

NOTE: the cGrants platform is currently in maintenance mode while GPC works on building out the Grants 2.0 protocol. To learn more about how the team will service customer support issues, please see the SLA below.

➡️ Start here

This playbook is for things that look broken somewhere in the Gitcoin product ecosystem. If you have an idea for something new that the GPC teams should build, please create a thread in #🌍grants-2-general and tag @GPC Product & Design instead.

If you’re pretty sure you’ve found something that’s broken, please ask yourself:

• 🚨 Is this a major issue that needs to be resolved in 24 hours or less? If so, follow the steps in the Major Issues section below.
  • Examples of things that could be red issues**:**
    • Is there down time in major features of the application?
    • Is the issue putting the Gitcoin reputation at major risk?
    • Is there a security issue that cannot wait another minute?
• 🔵  Is this something that can be addressed on a longer timeline? If so, follow the steps in the Everything Else section below.

🚨 Major Issues

If you have found a major issue that needs to be resolved in 24 hours or less (this should be rare), please:

1. Go to the #🚨customer-support-emergency channel in the Product Support section of Discord

2. Click to create a thread in the message box:

3. In the thread creation box, create a short descriptive title for the issue and tag @here in the starter message. Remember, with great power comes great responsibility.

4. Go to your new thread and enter as much detail as possible on the issue you've found, including:

• Where you've found the issue
• Description of the behavior; step-by-step instructions on how to recreate the issue
• User account information for any known impacted accounts
• Screenshots (if relevant)
• Relevant device info (mobile/desktop, browser, etc)

5. Someone from the Product team will respond to you ASAP to let you know that the issue has been seen. The team member will then pull in relevant team members to begin working on the problem and provide updates in the thread.

• The GPC team member that picks up the issue will add a visual status marker upon receipt to visually denote status:

  • 🔴 Issue has been received & is being triaged

  • ⭕️ Issue is on-going & being worked on

  • 🟡 A fix has been provided for the issue and is awaiting confirmation/deployment

  • 🟢 Issue is resolved

    

• If you do not receive a response within 1 hour, please tag @GPC Engineering Ops in the thread to get attention.

🔵 Everything Else

If you have found an issue that does not need to be resolved immediately (this should be most things), please:

1. Go to the support channel in the Product Support section of Discord for the product/protocol for which you need help:

**#cplatform-support -** any legacy product including the Gitcoin.co website, Hackathons, Bounties, Gitcoin cGrants, etc

#🛂passport-support - for passport and trust bonus-related technical issues.

#**identity-staking-support**

#🌱grant-hub-support

#🌳round-manager-support

2. Click to create a thread in the message box:

3. In the thread creation box, create a short descriptive title for the issue and tag the product owner for the issue in the starter message. Those owners are:

• cPlatform: Nate, nfrgosselin#9251
• Passport: Leon, leone#7462 - erich#7462
• Grant Hub: Michelle, michelle_ma#8719
• Round Manager: Nate, nfrgosselin#9251

4. Go to your new thread and enter as much detail as possible on the issue you've found, including:

• Where you've found the issue
• Description of the behavior; step by step instructions on how to recreate the issue
• User account information for any known impacted accounts
• Screenshots (if relevant)
• Relevant device info (mobile/desktop, browser, etc)

5. The product owner will acknowledge seeing your tag within the next business day and add the issue to the backlog. They may ask follow-up questions as part of this process. Once in the backlog, the issue will be prioritized accordingly and the product owner will provide updates as appropriate.

• The product owner will add a visual status marker upon receipt to visually denote status:

  • 🔴 Issue has been received & is being triaged

  • ⭕️ Issue is on-going & being worked on

  • 🟡 A fix has been provided for the issue and is awaiting confirmation

  • 🟢 Issues is resolved

    

🛠️ GPC Support Process

The GPC team has moved to an on-call format for engineering support of the cGrants platform. This process includes: