Common support procedures

staff/index.md

@@ -5,3 +5,4 @@ title: Staff Resources
 The intended audience for this part of the wiki is SourceHut staff.
 
 - [Culture introduction and onboarding](/staff/culture.md)
+- [Support procedures](/staff/support.md)

staff/support.md

@@ -0,0 +1,57 @@
+---
+title: Support procedures
+---
+
+How to handle various common support issues.
+
+## Account deletion
+
+Ask the user if they're willing to wait until self-service account deletion is
+available. If not, delete their data manually from the database and other data
+stores (e.g. git).
+
+## Account renames
+
+Clarify that it's prioritized for the beta but not available now, and suggest
+that they register a new account, move their data over manually (using
+import/export features et al), and ask for their billing info to be transferred
+to the new account.
+
+## Need 2FA disabled to reset account password
+
+We need to establish their identity via two factors of authentication before we
+can proceed with this. The first factor is usually the email address they
+reached out to us with: it must match the address on file for their account.
+
+If they have SSH or PGP keys, we can ask them to provide a cryptographically
+signed challenge proving their identity and authenticating their request. If
+they have a website, we can ask them to add a DNS TXT record with a randomly
+generated value to verify their identity.
+
+Without these options, they have no recourse but to register for a new account.
+We can transfer billing information to the new account, or cancel their current
+payment plan, without two-factor authentication.
+
+## Cannot pay for service
+
+Generally this ends with offering the user one year of free service and asking
+them to email us again when it runs out if their situation has not changed.
+
+Common reasons to grant free service:
+
+- Insufficient income (e.g. students)
+- Unable to pay using their preferred payment method
+- Political problems (e.g. Russian sanctions)
+
+Common reasons to reject requests for free service:
+
+- They want free service because their FOSS project is FOSS
+
+## Transfer billing information to new account
+
+Verify both accounts, using two factors if necessary, then use the meta.sr.ht
+admin UI to transfer the billing info over.
+
+## TODO
+
+- Support mailing list which multiple staff have access to?