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by mike22
2669 days ago
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For our on-prem enterprise software, we have two levels before a ticket reaches the dev team. Level one handles RTFM-type answers, and asks for log files (and then provide RTFM answers or engage a dev). Level two handles demos, implementation and architecture guidance, and reproducing more complex bugs. Dev handles the most complex issues that trickle down, and backup when staffing is short (mainly only around holiday weekends). |
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