This document discusses best practices for providing support. It notes that support is handled through different tiers (T1, T2, T3) and that it is important to understand the issue from the customer's perspective. When escalating an issue, all relevant details should be provided, including how to reproduce the problem. It also discusses how the Magento open-source project has many contributors and open pull requests and issues. The golden rule of support is to treat others how you want to be treated. Questions from customers should be answered helpfully without insulting others.

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Miguel Balparda
Sr Magento Developer @ Nexcess
TITLE OF TOPIC
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- Full time traveller
- Magento Master 2016 & 2018
- Frequent Magento Speaker
- Top 4% Magento StackExchange
- GitHub Community Gatekeeper
- Magento Certified Solution Specialist

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A day in Support

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lden rule in Support:
w you would like to be treated"

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T3
T2
T1
Support tiers

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her side of the phone, the easier will be to have your i

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Escalation:

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nditions (context)
s to reproduce
e this issue happen again)
pected result
should happen)
(what really happened)
eenshot, logs]

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Supporting magento/magento2
●
- 731 contributors
- 200 open PRs
- 1200 open issues
- 63000 commits

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hout tests, but not insulting others.

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broken site no one has touched
ow you made changes)

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Real ticket:
I didn’t change anything

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Trust but verify

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here you drop your issues and forget about them

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Grazie mille!
Domande?