Tag Archives: Support Engineers

Expanded support

Heat, floods, hurricanes and other unplannable events quickly lead to delays. We are proud that, despite everything, the handover of the keys to support went smoothly yesterday and the new volunteers now have access to the relevant systems to assist the existing team.

On the allegorical picture you can see Joost handing over the access rights to Aleš, Matthias and David. Also present: Critical Admin, President and Secretary.

Deutsch: Support verstärkt

Hitze, Hochwasser, Hurrikane und andere unplanbare Ereignisse führen schnell zu Verzögerungen. Wir sind stolz darauf, dass trotz allem die Schlüsselübergabe beim Support gestern geklappt hat und die neuen freiwilligen Mitarbeiter ab sofort Zugang zu den relevanten Systemen haben, um das bestehende Team zu unterstützen.

Auf dem allegorischen Bild seht ihr Joost, der Aleš, Matthias und David die Zugriffsrechte überreicht. Mit von der Partie: Critical Admin, Präsident und Sekretär.

Support reinforced

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The free certificate authority CAcert is increasing its support. In the past few days, the Board of Directors approved the appointment of Aleš to the post of Support Engineer. He has been working in the CAcert community for many years.

In addition to important knowledge from his professional work, he has developed a lot of CAcert specifics through translation work in the Wiki. Aleš has been working in support for some time, so far in triage. We are very grateful that such a connoisseur of the subject has agreed to take on this responsible post in his spare time and wish him much success and fulfilment in his voluntary work for the CAcert community. CAcert offers interested volunteers a variety of tasks, the opportunity to gain exciting experience and stimulating career opportunities.

2009 November Community Update

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(Non-Critical) Infrastructure Projects are advancing, Board has accepted to go for Vienna (Sonance) and Berne one is in preparation (contract needs to be made), the hardware in Berne is ready. (see Audit Next Steps (Systems), Infrastructure Host)
New Arbitrators makes their first steps in the Arbitration Team. The backlog of Arbitration cases increases rapidly, after the support blockage seems to be fixed.
The first new Support Engineer starts working in the Support Team, also new people on the Triage team. As working on the backlog of the support mailbox, about 15 new disputes upto now forwarded to the Arbitrations Team to a total of 53 init (23)/running (30) cases. Some diputes filed originaly Jun 2009, Sep 2009
The Draft CPS is now on the main site see on the Blog and the CPS on main Site.
Assurances Program: As of Board motion m20090912.1 and finaly m20090914.2 also the assurances of underaged people (u18) were ceased. A workaround is to follow the PoJAM (WIP) procedure, but a dispute filing is allways possible.
Policy group decide p20091108 to make IDNs available everyone with some restrictions to minimize homograph risks.
recruitment of Support Engineers
. relates to the Arbitration – Case Managers – Support discussion
. Support was identified as a bottleneck, now starting try #3 to get people in
. see also Board Meeting Agenda 2009-11-15
. and Board-Next-Meeting Sunday 2009-11-15 – 21:00 UTC – Input
. and Board-Next-Meeting Sunday 2009-11-15 – 21:00 UTC – Input – Reply
. and Board-Next-Meeting Sunday 2009-11-15 – 21:00 UTC – Input – another Reply
. IanG appointed as temporary Support Officer assisted by u60 see e.g. Support Team

Original Wiki Post 2009 November Update