Support process
As GDK engineers on a small team, we are at the forefront of support.
Especially with team members through the #gdk Slack channel, we have a
direct line to our largest user demographic.
This extreme proximity to our users is huge opportunity but can also be a major challenge to our planned work.
Team member support
When a team member seeks support in the #gdk Slack channel and their
problem doesn’t have an obvious, known solution, ask them to perform the
following steps.
Note
You can also react with the :mag: (🔍) emoji on their message at any
time and an automation asks them to follow these steps.
- Ask if the user ran
gdk doctor, which can already give instructions for known problems - If that didn’t resolve it, ask them to run
gdk reportas per the troubleshooting guide and to reply with the report ID or issue link - Investigate the report provided by the user
Synchronous support
If our capacity permits or a problem has a high severity or impact, we
may offer synchronous support in a Zoom call. Either use the /zoom
command in the #gdk channel, so everyone can contribute, or schedule a
call directly with the affected user.
Alternate installations
In case a GDK installation becomes unusable despite re-installation of GDK or re-installation is unfavorable, suggest running GDK in other environments.
Community and less urgent support
Some issues aren’t immediately blocking to users but may still require a technical remediation in GDK.
Use the ~“development-tooling::support request” label to mark these issues, so we can direct our efforts and highlight them in our work reviews.