Office Hours
Several of the engineering team run weekly office hours -- Chris, Joel, Eric at last count. To see/join office hours, look for the Office Hours Calendar.
If you've got expertise in an area and are interested in running your own office hours, let Chris know and he'll get you going -- whether you're an engineer or not!
Note that issues / discussions taken to Office Hours should be handled per our existing Support Procedures first. General dev questions should be posted in DPAF, tickets requiring dev review should be escalated to the next tier, and Internal Requests should be made in the forum (whichever is most relevant to the scenario at hand).
When adding an item to any Office Hours agenda, you should always include the ticket URL or forum URL each time so it is understood that you've already done your due diligence per our standard support processes.
You do not need to wait to hear back on an escalated ticket or on a forum post to bring the discussion to the table in Office Hours. If you have not already escalated a ticket or posted in the forums though, your request to discuss will be set aside until you've done so.
Dev Phone a Friend (DPAF)
The Tier 3 escalated dev for the week handles questions that are escalated via ticket through helpdesk (Zoho Desk). And there are office hours. But sometimes, you have a question that's more timely or less complex than those options would handle.
For these, we've got the Dev Phone a Friend Forum. Posts will be reviewed by the dev that's on T3 for the week, so if you have a dev question related to an issue, hop in and ask!
- Make sure to include the relevant ticket link, booking or other id number in your initial ask to cut down on back and forths.
- Spend 5 or 10 minutes researching the question yourself before bringing it to engineering.
- Keep track of the places you looked to find the answer and didn't find it and include those in the chat with your question so that we can have a look at those areas and improve the docs, process, and overall app.
Escalated Schedule
Patch Release Timing
Now that we have so many Sysops on-call engineers, it's helpful to have this to schedule the Sorry message (1-hr window) for each Patch release accurately. Use the highlighted one. This is usually when each will start the release of the Patch their week:
During U.S. Daylight Saving Time (DST) (second Sunday in March to the first Sunday in November):
| UTC | EDT | Local Time | |
| Joel | 11 AM | 7 AM | 7 AM EDT |
| Eric | 12 PM | 8 AM | 6 AM MDT |
| Nick | 11 AM | 7 AM | 2 PM EEST |
| Mayur | 12 PM | 8 AM | 7 AM CDT |
During U.S. Standard Time (ST) (first Sunday in November to the second Sunday in March):
| UTC | EST | Local Time | |
| Joel | 12 PM | 7 AM | 7 AM EST |
| Eric | 1 PM | 8 AM | 6 AM MST |
| Nick | 12 PM | 7 AM | 2 PM EET |
| Mayur | 1 PM | 8 AM | 7 AM CST |