Support Issues #
At AppDat, we believe in making your experience as smooth and efficient as possible. With Gitlab’s user-friendly platform, you can easily report any concerns, bugs, or issues with your application.
Support issues can be created here: https://jaas.gsfc.nasa.gov/servicedesk/customer/portal/5 launch
• This link is only accessible via NASA VPN and is protected with Launchpad Authentication
• Chose the issue type that best fits your support request.
• When creating the issue please provide as much detail as possible about the issue you are facing.
• Important: Do not assign the issue to a specific Site Reliability Engineer (SRE).
• To add your organization to the issue, click the dropdown next to “Private request” under “Request participants” and select the appropriate organization.
Support Workflow #
Upon submission, your support issue will be received by our support team. AppDat’s Project Manager, Ben Cahoon, will delegate the work based on the nature and priority of the issue. The AppDat group works in two-week iteration sprints to efficiently manage and prioritize support tasks. This allows us to address your concerns promptly while maintaining a high level of service for all tenants. SREs will comment in the issue to give updates, you may also comment in the issue to provide further information or check status. Please keep an eye on your email and the support portal for notifications. Our goal is to ensure that every support request is handled promptly and professionally.
Support Escalation #
We understand there may circumstances where you require immediate attention for issues. If you have an issue that is already placed and needs to be escalated or need to put in a high priority issue. Please email the project manager directly at Benjamin.m.cahoon@nasa.gov .
New Application Support #
When requesting the deployment of a new application, please keep in mind with our sprint schedule it is typically a 6-week period before the application will be up. 1 sprint to plan the deployment, 1 sprint to deploy the resources needed and 1 sprint to test for quality. Expect a 2-week time frame to enter a sprint.