Goals

• Provide seamless, quick communication and support to RedRunner/CULift and SDS
• Retain Carriage knowledge and familiarity over time
• Address small technical issues swiftly
• Have the capacity to make larger changes in a reasonable timeframe

Plan

DTI will have 2 on-call developers and 1 on-call designer familiar with the Carriage codebase and product at all times. These individuals cannot be TPM or PM’s for existing teams (this is to ensure that they are not so critical to their existing team so as not to be able to work on Carriage tasks). One of these 3 individuals will be the “Carriage support lead.” They will be responsible for:

• Promptly responding to inquiries & requests from RedRunner, CULift, SDS, or CIT

And together, all 3 will be responsible for:

• Fielding basic requests (ex: bugs, questions etc)
• Training a replacement when they leave DTI

If a stakeholder communicates an issue deemed beyond the scope/capabilities of the on-calls, or requests development of a new feature, then a dedicated Carriage team will be formed.

• If the requested work is significant and not time-sensitive, then DTI can recruit for a full Carriage team the following semester
• If the requested work is time-sensitive then an emergency Carriage team can be formed by borrowing a few developers and designers from other teams. They will be led by the 3 on-call individuals familiar with the Carriage product.

Continuing Questions

How do we make sure RedRunner always knows who to contact/how to contact?

• hand-off email?
  • The hand-off email regarding the web container has been sent.
• on the dispatcher website?

How to handle summer/breaks support?

What will coordination with CIT look like? How much will they handle directly?