This proposal follows months of conversations around the DAO about how to provide reliable and consistent technical support. This proposal will be considered by the Integrations Guild Committee at their next weekly meeting, and they would like to request feedback from the community on the following tech support solution.
Tech support requests should be resolved expediently by trusted, competent individuals.
While providing 24/7 on-demand tech support is a worthy goal, that is hardly feasible.
This proposal outlines one possible foundation for building a tech support group, but makes
no claims of perfection - any and all feedback is welcome.
Manual tracking and linking of support efforts to rewards will incur considerable overhead, burdening support staff. Achieving wide coverage availability via slot-sign ups could lead to “milking” of hours. Coordinape has been proposed several times, but is no perfect solution. What follows is a Hybrid approach.
The Threshold Support Moderator (TSM) will spend 80 hours per month on the responsibilities outlined below. Due to the nature of this position, hours will be averaged on weekly basis to accommodate busier weeks.
The TSM will operate under the oversight of the Threshold Integrations Guild (TIG). The funding for the TSM will be included in the TIG budget.
In addition to providing support and the responsibilities discussed below, the TSM will be in charge of a Coordinape pool. As Threshold grows and more support is required, additional providers can be added to the team by the TSM. These providers will be compensated through Coordinape. The TSM will be responsible for evaluating community members and adding them to the support team and Coordinape pool.
- Create and maintain a FAQ Database of high-quality documentation accessible to anyone including the bot
- Teach the bot to respond to FAQ questions
- Respond to questions and support requests in various channels
- Oversee Coordinape pool and contributors (if/when any)
- Prepare documentation and associated FAQs for tBTC v2
- Assist stakers with getting their v2 nodes setup
- Provide support for any future Threshold products
- Community moderation tasks as applicable
Monthly funding of a Coordinape pool, subject to review by the Integrations Guild Committee, will be submitted by the Threshold Support Moderator.
Monthly outlays of all funds used shall be openly published for all to review.
“Providing tech support” is a favored tactic by scammers, thieves, grifters, etc.
Therefore, this proposal creates a new Discord role ("T-TechSupport”) assigned to the TSM and Support Team members. The TSM will request a new Support Team member to be assigned this role when necessary.
A message, pinned at the top of the #Troubleshooting channel, could list sanctioned users’ Discord IDs and remind assistance seekers verify they
are interacting with official staff.
I’d like to take on this Threshold Support Moderator (TSM) role.
Deeply involved in the community from before the original NuCypher Worklock launch, I documented and hosted the steps necessary to run a NuCypher node on a cloud VPS provider. Due to the positive response from that community, I upgraded my initial bullet-point, three/four page PDF to a step-by-step guide. In the months that followed, I spent countless hours assisting community members. My guide was accessed from countries all around the world. Due to the popularity of the original and requests from the community, I re-wrote the guide during April 2022 to help community members spin up PRE nodes on their own.
I also wrote in-depth instructions on the use of the automated utility Nucypher-Ops.
Proposed rate for this role is $6,500 USD per month paid in T (preferred), USDC, and/or ETH.
Valuation of tokens shall follow the same TWAP method as Committee members’ compensation, tokens transferred monthly, within 14 days of end of the month.
In an effort to minimize overhead for the DAO, TSM compensation should be released at the same time as Committee member’s compensation.
Utilization review to occur at three (3) months to assess efficacy and feasibility of the TSM role.