Recent changes to Support Service Levels

Support Service Levels modified by SourceForge Support

SourceForge Support — Thu, 28 Apr 2022 20:50:59 -0000

--- v10
+++ v11
@@ -1,7 +1,7 @@
 #SourceForge.net Support Service Levels
-SourceForge.net provides hosting for Open Source software development projects. SourceForge.net staff provide support for the SourceForge.net site to hosted projects and project end-users (e.g. downloaders). We aim to respond to support tickets and emails within 2 business days.
+SourceForge.net provides hosting for Open Source software development projects. SourceForge.net staff provides support for the SourceForge.net site to hosted projects and project end-users (e.g. downloaders). We aim to respond to support tickets and emails within 2 business days.

-The SourceForge.net team is geographically-distributed, and provides emergency coverage (e.g. service down conditions) on a 24x7 basis.
+The SourceForge.net team is geographically-distributed and provides emergency coverage (e.g. service down conditions) on a 24x7 basis.

 #Weekend and Holiday Coverage
 Weekend coverage applies during US weekend hours.
@@ -16,4 +16,4 @@
 #How to Get Help
 [Site Documentation](Docs Home) is provided as a self-help resource. SourceForge.net staff keep this documentation up-to-date as the SourceForge.net site interface and services change.

-Support for the site is predominantly provided by [support tickets](/p/forge/site-support/new). Tickets will receive initial review within two business days.
+Support for the site is predominantly provided by [support tickets](/p/forge/site-support/new). Tickets will receive an initial review within two business days.

Support Service Levels modified by Dave Brondsema

Dave Brondsema — Mon, 14 Aug 2017 16:46:55 -0000

--- v9
+++ v10
@@ -10,7 +10,7 @@

 SourceForge.net staff maintain a watchful eye over the SourceForge.net site and services during holiday breaks through the use of automated monitoring and periodic manual checks.

-Users encountering issues with the SourceForge.net site or services during one of our scheduled holiday coverage windows should continue to report the issue as normal. SourceForge.net staff periodically review the incoming Support Request queue during holidays and will take action on issues deemed to be of a critical nature (e.g.# a service outage). All non-urgent issues will be deferred for handling after the holiday coverage window.
+Users encountering issues with the SourceForge.net site or services during one of our scheduled holiday coverage windows should continue to report the issue as normal. SourceForge.net staff periodically review the incoming Support Request queue during holidays and will take action on issues deemed to be of a critical nature (e.g. a service outage). All non-urgent issues will be deferred for handling after the holiday coverage window.

 #How to Get Help

Support Service Levels modified by Dave Brondsema

Dave Brondsema — Mon, 14 Aug 2017 16:46:27 -0000

--- v8
+++ v9
@@ -14,6 +14,6 @@

 #How to Get Help
-[Site Documentation](Docs Home) is provided as a self-help resource. SourceForge.net staff keep this documentation up-to-date as the SourceForge.net site interface and services change. Documentation updates occur within one business day of functional changes.
+[Site Documentation](Docs Home) is provided as a self-help resource. SourceForge.net staff keep this documentation up-to-date as the SourceForge.net site interface and services change.

-Support for the site is predominantly provided by [ticket](/p/forge/site-support/new). Tickets will receive initial review within one business day.
+Support for the site is predominantly provided by [support tickets](/p/forge/site-support/new). Tickets will receive initial review within two business days.

Support Service Levels modified by Dave Brondsema

Dave Brondsema — Mon, 14 Aug 2017 16:45:33 -0000

--- v7
+++ v8
@@ -1,16 +1,10 @@
 #SourceForge.net Support Service Levels
-End-user support is provided during business hours, approximately 16:00 to 00:00 UTC (or 15:00 UTC to 24:00 UTC while US Daylight Savings Time is in effect), and excludes weekends and holidays.
+SourceForge.net provides hosting for Open Source software development projects. SourceForge.net staff provide support for the SourceForge.net site to hosted projects and project end-users (e.g. downloaders). We aim to respond to support tickets and emails within 2 business days.

 The SourceForge.net team is geographically-distributed, and provides emergency coverage (e.g. service down conditions) on a 24x7 basis.

-SourceForge.net provides hosting for Open Source software development projects. SourceForge.net staff provide support for the SourceForge.net site to hosted projects and project end-users (e.g. downloaders). We maintain the following internal targets around support coverage for the site:
-
-Service type / Response time
-Ticket / One business day
-Email / One business day
-
 #Weekend and Holiday Coverage
-Weekend coverage hours apply from approximately 00:00 UTC on Friday until 16:00 UTC on Monday (24:00 UTC on Friday until 15:00 UTC on Monday while US Daylight Savings Times are in effect).
+Weekend coverage applies during US weekend hours.

 SourceForge.net is a US-based site; SourceForge.net staff observes [US holidays](http://en.wikipedia.org/wiki/Holidays_of_the_United_States).

Support Service Levels modified by Adam Weber

Adam Weber — Tue, 08 Mar 2016 19:45:29 -0000

--- v6
+++ v7
@@ -8,7 +8,6 @@
 Service type / Response time
 Ticket / One business day
 Email / One business day
-IRC / Realtime during business hours

 #Weekend and Holiday Coverage
 Weekend coverage hours apply from approximately 00:00 UTC on Friday until 16:00 UTC on Monday (24:00 UTC on Friday until 15:00 UTC on Monday while US Daylight Savings Times are in effect).

Support Service Levels modified by Adam Weber

Adam Weber — Tue, 08 Mar 2016 19:44:47 -0000

--- v5
+++ v6
@@ -24,5 +24,3 @@
 [Site Documentation](Docs Home) is provided as a self-help resource. SourceForge.net staff keep this documentation up-to-date as the SourceForge.net site interface and services change. Documentation updates occur within one business day of functional changes.

 Support for the site is predominantly provided by [ticket](/p/forge/site-support/new). Tickets will receive initial review within one business day.
-
-Support for the site is provided in real-time via IRC during business hours. We will assist users on IRC as we are available.

Support Service Levels modified by John Barrett

John Barrett — Mon, 09 Feb 2015 18:14:13 -0000

--- v4
+++ v5
@@ -1,5 +1,5 @@
 #SourceForge.net Support Service Levels
-End-user support is provided during business hours, approximately 13:00 to 22:00 UTC (or 12:00 UTC to 21:00 UTC while US Daylight Savings Time is in effect), and excludes weekends and holidays.
+End-user support is provided during business hours, approximately 16:00 to 00:00 UTC (or 15:00 UTC to 24:00 UTC while US Daylight Savings Time is in effect), and excludes weekends and holidays.

 The SourceForge.net team is geographically-distributed, and provides emergency coverage (e.g. service down conditions) on a 24x7 basis.

@@ -11,7 +11,7 @@
 IRC / Realtime during business hours

 #Weekend and Holiday Coverage
-Weekend coverage hours apply from approximately 22:00 UTC on Friday until 13:00 UTC on Monday (21:00 UTC on Friday until 12:00 UTC on Monday while US Daylight Savings Times are in effect).
+Weekend coverage hours apply from approximately 00:00 UTC on Friday until 16:00 UTC on Monday (24:00 UTC on Friday until 15:00 UTC on Monday while US Daylight Savings Times are in effect).

 SourceForge.net is a US-based site; SourceForge.net staff observes [US holidays](http://en.wikipedia.org/wiki/Holidays_of_the_United_States).

WikiPage Support Service Levels modified by

Fri, 19 Oct 2012 20:11:34 -0000

--- v3
+++ v4
@@ -23,8 +23,6 @@
 #How to Get Help
 [Site Documentation](Docs Home) is provided as a self-help resource. SourceForge.net staff keep this documentation up-to-date as the SourceForge.net site interface and services change. Documentation updates occur within one business day of functional changes.
 
-Support for the site is predominantly provided by [ticket](https://sourceforge.net/apps/trac/sourceforge/newticket). Tickets will receive initial review within one business day. Most issues are resolved within one business day. Issues escalated within the team (to senior technical staff) are typically resolved within four business days.
+Support for the site is predominantly provided by [ticket](/p/forge/site-support/new). Tickets will receive initial review within one business day.
 
 Support for the site is provided in real-time via IRC during business hours. We will assist users on IRC as we are available.
-
-Oversight of all tickets falls under the SourceForge.net Support Manager and the SourceForge.net Director of Operations. If you have a concern about the level of service we're providing to you, please contact us by email and include reference to any tickets you have submitted.