Thalia Support Documents:
Thalia User Support:
- Thalia User Help
- About Thalia User Help
- Thalia FAQ
- Thalia Known Issues
- [Thalia RT Queues and E-mail Lists (needs to be updated)]
Thalia Training Videos:
- [About Thalia's training videos]
Demo Accounts:
- How to create a demo account.
Thalia New Domain Provisioning:a. New Thalia Domain Qualification (internal)
a. New Thalia Domain Qualification (internal)
- New Customer Query Documents:
- Welcome to Your New Thalia Domain Letter
- Example of release communique, and explanation.
Thalia Service Level Agreement
How to Respond to a query for help from a customer:
• User should ask their domain admin for help first.
• Customer Emails request to RTqueue.
• Customer advocate answers all help requests, pulls in developers expertise when necessary.
How to Document features customers ask for:
• Request come in via RTqueue
• Customer person reviews, thanks customer.
o Determines if request is for a new feature
o Consults with developers if feature is technically possible
o Submits as a JIRA issue
How to Set up training for a customer:
• Send a request to the RTqueue
• Customer advocate answers, consults with higher-ups to ask about setting up training