Drew doesn't scale
A few process updates to make it easier for other SourceHut staff to participate in support.
This commit is contained in:
Drew DeVault
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README.md
13
README.md
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@ -16,15 +16,18 @@ To install SourceHut on your own hardware, see
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## Getting help
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Support is available via the
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[sr.ht-discuss](https://lists.sr.ht/~sircmpwn/sr.ht-discuss) mailing list, on
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IRC at #sr.ht on irc.libera.chat or by emailing the admin (sir@cmpwn.com)
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directly — the latter is usually best for account or billing issues.
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Support is available via the [sr.ht-discuss] mailing list, on IRC at #sr.ht on
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irc.libera.chat or by emailing support ([sr.ht-support]) directly — the
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latter is usually best for account or billing issues.
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## Contributing to SourceHut
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We welcome third-party patches. If you have any changes you'd like to make to
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SourceHut, please send a patch to the
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[sr.ht-dev](https://lists.sr.ht/~sircmpwn/sr.ht-dev) mailing list. Feel free to
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[sr.ht-dev] mailing list. Feel free to
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start discussions about development here as well, if your change requires some
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thought before writing the code.
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[sr.ht-dev]: https://lists.sr.ht/~sircmpwn/sr.ht-dev
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[sr.ht-discuss]: https://lists.sr.ht/~sircmpwn/sr.ht-discuss
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[sr.ht-support]: mailto:~sircmpwn/sr.ht-support@lists.sr.ht
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@ -2,10 +2,11 @@
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title: Billing FAQ
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---
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[sr.ht-support]: mailto:~sircmpwn/sr.ht-support@lists.sr.ht
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Sourcehut is a business, but it's also an open source project, made by people,
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and made for people. The maintainer is Drew DeVault, and you can reach him for
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any reason via [sir@cmpwn.com](mailto:sir@cmpwn.com). If you have any questions
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or concerns about billing on sourcehut, get in touch.
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and made for people. If you have any questions or concerns about billing on
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sourcehut, get in touch with us via the [sr.ht-support] mailing list.
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# Who has to pay for an account?
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@ -33,17 +34,10 @@ SourceHut does not price any users out of the service.
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If the minimum fees are too high for your financial needs, or some other
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circumstances prevent you from paying, then you can simply [send us an
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email](mailto:sir@cmpwn.com) explaining your situation, and you will be issued
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free service. sr.ht users from many walks of life have been granted free
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service: students, users with problems using their currency of choice, people
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between jobs, and so on.
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Users can also earn free service credits by contributing to sr.ht. SourceHut is
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a free and open source project itself, and each non-trivial patch you land in
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sr.ht earns you one month of free service. [Email us](mailto:sir@cmpwn.com) to
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redeem your free service credits.
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[Read more about contributing to sr.ht here](/installation.md).
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email][sr.ht-support] explaining your situation, and you will be issued free
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service. sr.ht users from many walks of life have been granted free service:
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students, users with problems using their currency of choice, people between
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jobs, and so on.
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# Which payment methods do you accept?
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@ -55,8 +49,8 @@ We currently do not accept any other payment methods, including cash,
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cryptocurrency, bank wire, PayPal, etc.
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If other circumstances prevent you from paying, [send us an
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email](mailto:sir@cmpwn.com) explaining your situation and we will try to work
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out a solution.
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email][sr.ht-support] explaining your situation and we will try to work out a
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solution.
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# What are the differences between each plan?
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@ -130,7 +124,7 @@ the beta. In the meanwhile, utilize any workaround you wish: nominate one of
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your members to host your resources on their account, or set up a dedicated
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pseudo-account for the organization, or any other approach that suits your
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needs. We will help you migrate to user groups once the feature is available.
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[Shoot us an email](mailto:sir@cmpwn.com) to let us know about your workaround
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[Shoot us an email][sr.ht-support] to let us know about your workaround
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and we'll make a note on your account.
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Billing considerations for organizations will be available when the beta begins,
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@ -2,6 +2,8 @@
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title: builds.sr.ht docs
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---
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[sr.ht-support]: mailto:~sircmpwn/sr.ht-support@lists.sr.ht
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[builds.sr.ht](https://builds.sr.ht) is a service on sr.ht that allows you to
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submit "build manifests" for us to work on. We spin up a virtual machine per
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your specifications and run your scripts in it. This is generally used to
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@ -126,7 +128,7 @@ generate new secrets from scratch. All build logs are public, and to encourage
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users to roll over secrets which are compromised, our policy is to refuse to
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redact secrets leaked in this manner. If you require some time to fully address
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the consequences of a secret leak, we may redact them for up to one week —
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[email support](mailto:sir@cmpwn.com) if you require this.
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[email support][sr.ht-support] if you require this.
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## Build environment
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@ -27,9 +27,6 @@ out, check out the [sr.ht-dev][sr.ht-dev] mailing list.
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[sr.ht-dev]: https://lists.sr.ht/~sircmpwn/sr.ht-dev
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Unsure if your setup is correct? Try sending the patch to sir@cmpwn.com for
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feedback first — make sure you mention in the email that you want feedback.
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# For contributors
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## Preparing your changes
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10
privacy.md
10
privacy.md
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@ -10,8 +10,9 @@ title: Privacy policy
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# These changes are batched to reduce the noise upon notifying users.
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---
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If you have any questions, please reach out to Drew DeVault <sir@cmpwn.com> via
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email.
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[sr.ht-support]: mailto:~sircmpwn/sr.ht-support@lists.sr.ht
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If you have any questions, please reach out to [sr.ht-support] via email.
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# What we collect and why
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@ -117,10 +118,13 @@ happens.
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## How to access and control the information we've collected
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You may submit a request via email to Drew DeVault <sir@cmpwn.com> to request an
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You may submit a request via email to [support][sr.ht-support] to request an
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archive of the information we've collected about you, or to request that we
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remove any information we've collected about you.
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You may also reach out to our data protection officer directly: Drew DeVault
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<sir@cmpwn.com>.
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## Changes to this document
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We may make changes to this document with no less than 2 weeks notice. Notice of
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@ -4,11 +4,46 @@ title: Support procedures
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How to handle various common support issues.
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## General support procedure
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Support emails come in to the [sr.ht-support] mailing list, which you should
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have read/write access to. When you intend to field a support request, mention
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the email in the sr.ht-staff IRC channel to avoid conflicts with other staff who
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might be looking at it.
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[sr.ht-support]: https://lists.sr.ht/~sircmpwn/sr.ht-support
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### Identity verification
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User identities need to be verified, and accounts with two factor authentication
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must be verified with two factors, before any disclosure of account information
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via email or any modifications to their account.
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Preferred factors include:
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- DKIM signatures on the email
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- PGP signatures on the email
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- SSH key challenges (see [sshign](https://git.sr.ht/~minus/sshign))
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- DNS challenges on their mail server address or the domain in their profile
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(e.g. "please add this random string to a DNS TXT record to verify your
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identity")
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- Web challenges on the domain in their profile (e.g. "please add this random
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string to /sourcehut.txt to verify your identity)
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The last four digits of the credit card on file is sufficient to prove the
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user's identity **only** for the purpose of billing-related support matters,
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such as cancelling or refunding their payment or transferring billing
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information to a new account.
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If the user is unable to verify their identity, refuse their support inquiry.
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## Account deletion
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Ask the user if they're willing to wait until self-service account deletion is
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available. If not, delete their data manually from the database and other data
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stores (e.g. git).
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Users can perform self-service account deletion by logging into their account
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and running the delete process on meta.sr.ht. This is preferred to admin
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intervention since it does not require us to separately verify the user's
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identity. However, admins can also manually delete accounts via the user
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dashboard.
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## Account renames
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@ -19,27 +54,27 @@ to the new account.
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## Need 2FA disabled to reset account password
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We need to establish their identity via two factors of authentication before we
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can proceed with this. The first factor is usually the email address they
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reached out to us with: it must match the address on file for their account.
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This is a common support request, and it is important to re-enforce when
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handling this request that the user needs to use two factors to prove their
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identity even when requesting to have 2FA disabled; they may use alternative
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approaches like PGP, SSH, DNS, etc, as described in "Identity verification"
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above but need to provide two factors of some kind nevertheless.
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If they have SSH or PGP keys, we can ask them to provide a cryptographically
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signed challenge proving their identity and authenticating their request. If
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they have a website, we can ask them to add a DNS TXT record with a randomly
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generated value to verify their identity.
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Without these options, they have no recourse but to register for a new account.
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We can transfer billing information to the new account, or cancel their current
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payment plan, without two-factor authentication.
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Without a verified identity, they have no recourse but to register for a new
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account. Their inaccessible account cannot be deleted.
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## Cannot pay for service
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Generally this ends with offering the user one year of free service and asking
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them to email us again when it runs out if their situation has not changed.
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We generally trust our users, and don't ask them to substantiate financial aid
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requests further than a declaration of need. For instance, there is no need to
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ask for a student ID to grant service on the basis of a user's student status.
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Common reasons to grant free service:
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- Insufficient income (e.g. students)
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- Insufficient income (e.g. students, between jobs, etc)
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- Unable to pay using their preferred payment method
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- Political problems (e.g. Russian sanctions)
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@ -47,11 +82,17 @@ Common reasons to reject requests for free service:
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- They want free service because their FOSS project is FOSS
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If in doubt, offer them free service. The user dashboard has a place to generate
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invoices, set the source to "Financial aid", the amount to 0, and the term to 1
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year (the default). They can re-apply after it runs out.
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### Refunds
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Generally speaking if a user asks for a refund relatively close to their payment
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date (say, within one quarter), give them one and cancel their paid services by
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updating their account type to non-paying.
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## Transfer billing information to new account
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Verify both accounts, using two factors if necessary, then use the meta.sr.ht
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admin UI to transfer the billing info over.
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## TODO
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- Support mailing list which multiple staff have access to?
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user admin UI to transfer the billing info over.
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9
terms.md
9
terms.md
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@ -4,8 +4,9 @@ title: Terms of Service
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These are the terms of service for sr.ht; please read them before using sr.ht.
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If you have any questions, please reach out to Drew DeVault <sir@cmpwn.com> via
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email.
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If you have any questions, please reach out to [sr.ht-support] via email.
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[sr.ht-support]: mailto:~sircmpwn/sr.ht-support@lists.sr.ht
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## tl;dr
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@ -103,8 +104,8 @@ these rights, and it is your responsibility to check.*
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recommendations here](https://man.sr.ht/license.md).*
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You may request an archive of all of your content on the service by writing an
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email to Drew DeVault <sir@cmpwn.com> and allowing up to 2 weeks for an archive
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to be prepared.
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email to [sr.ht-support] and allowing up to 2 weeks for an archive to be
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prepared.
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## Service availability
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