📄 supportcrisis.html
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<head><title>Support Crisis</title></head><body><h1><img src="logo.gif"> Support Crisis</h1>Suddenly the production system has gone to hell. It has destroyed output files, GUIs are crashing, the database is corrupt, unexplainable answers are coming out. The users are in a panic. The sky is falling. And you're on production support.
<p><DL><dt>Rule Number One<dd><strong>Always act calm.</strong> You don't have to be calm, but if you act calm, people will assume you have a clue and they will start listening instead of screaming. The quiet will do you good.
<p></DL>Now then, organize your work:
<p><OL><li> <strong>Write each issue on a separate card.</strong> Put down what you know, a little of what you suspect, a little of what you would like to know.
<p><li> <strong>Rate each card for urgency</strong>, how soon must it be addressed, and importance, how big a problem is it if it isn't addressed.
<p><li> <strong>Work on one card at a time</strong>, most urgent first. Finish one, go to the next. Repeat until the sky doesn't fall after all.
<p></OL>Sometimes there's so much to do that you need help. Now that you have all these nice cards with the facts, suspicions, and questions, and now that you have them rated, call the team together and get them to take cards and work on them.
<p>More often, you'll find that most of the things you are worrying about aren't that big a deal and you needn't feel all stressed. Turns out that acting calm can make you calm after all ...
<hr>
I work in a support capacity frequently and one thing that is key for us
is to <strong>keep the user informed!</strong> Even if you dont have any new progress
to report, the user likes to know that someone is still paying attention and
that they havent fallen thru the cracks. The higher the severity-level of the crisis, the more important this seems to be, and the more frequent the communication needs to be.
<p><em>Agreed. However, there are cases where the customer wants input too frequently/too detailed. I just worked a situation where the customer wanted whole team conference calls every 2 hours. The problem we were solving had some timing windows that made progress very limited in a 2-hour span. I'd recommend that a team never agree to stop work and collect everyone together just to update everyone, but appoint a speaker that will sit in.</em><hr><a href="http://c2.com/cgi/wiki?edit=SupportCrisis">EditText</a> of this page (last edited August 21, 2000)<br><a href="http://c2.com/cgi/wiki?FindPage&value=SupportCrisis">FindPage</a> by browsing or searching<p><font color=gray size=-1>This page mirrored in <a href="index.html">ExtremeProgrammingRoadmap</a> as of March 31, 2001</font></body>⌨️ 快捷键说明
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