Support 指引
Table of contents
1 故障
要求對方提供故障既基本背景：
- How urgent do you need this issue to be resolved?
- What is the impact of this issue?
- Is there any financial impact because of this issue?
- Is this issue impacting the end users (or business users)?
- In which environments did this issue occur?
- Did this issue occur in production environments?
- When did this issue occur?
- Is this issue recurring? When was the first time it occurred? How often does it occur?
- Is this issue intermittent?
- When was the last time that it worked?
- When was the last time that this issue occurred?
要求對方提供系統資料以及檔案：
- Please provide the application logs and the error logs in text files.
- Please provide the source code of this application.
- Please provide the Maven pom.xml file of this application.
- Please provide the configurations (i.e. environment variables, program arguments, config files) of this application.
- Please provide the architecture diagram of this application.
- Please provide the API flow or program flow, and explain where this issue occurred.
- Please provide a minimal, reproducible example that can demonstrate this issue.
引導對方：
- Were there recent changes in the application (code / config) that possibly caused this issue?
- Have you tried reverting the recent changes in the application (code / config)? Did it help?
- Were there recent outages in the involved environments? Have you contacted the cloud platform service provider?
- What action was performed when the issue happened?
- What are the conditions for this issue to occur?
- What have you done to troubleshoot this issue? Are there any useful findings or root cause analysis that you could share with us?
- What have you done to attempt to resolve this issue? Is there a workaround?
- Is there another application that works in the same environment? Have you compared the implementation (code / config) with the application that works?
- Is this a new application? Did the previous version of this application work?
- Which component do you suspect to be faulty?
- Please explain why you think that this issue is related to our products.
2 新需求
- Please elaborate on the background of this feature request.
- Which parties are requesting for this feature?
- Who are the end users?
- What are the use case scenarios?
- How urgent do you need this feature?
- What is the soft deadline for this feature to be implemented?
- Is there a hard deadline for this feature to be implemented?
- What is the impact, including financial impact, if this feature is not implemented at all?
- What is the impact, including financial impact, if this feature is not implemented on time?
- Will it introduce new costs after this feature is implemented?
- Will there be any impact (functional / non-functional) to other systems if this feature is implemented?
- How do the users do it today?
- Is there any workaround or alternative way to achieve this requirement?
- Who can help us conduct testing (e2e / UAT) once this feature is implemented?