Get support#

Send all support requests as an email to support@2i2c.org. This will be routed to the 2i2c support team, and we will get back to you shortly! When you make a support request, please include as much information as possible in order to provide context needed to resolve your issue!

Send a support email

Who can ask for support?#

A Community Representative of a hub should be the one that surfaces support requests to the 2i2c Site Reliability Engineering team. Before reaching out to 2i2c for support, this person should work with others in their community to understand the problem and to ensure that it is something that requires intervention from a 2i2c Engineer.

The support process#

You can find our full support process in our Team Compass. Below is a brief overview.

When you send us a support email, we’ll try and resolve your issue via the following process:

  • The email to support@2i2c.org will open up a ticket in the 2i2c FreshDesk account. This is a private space where 2i2c engineers can communicate with you and one another around the issue.

  • We will investigate to understand what kind of issue is at hand. 2i2c provides support for major infrastructure problems, outages, or upgrades. It doesn’t provide support for daily workflow questions like debugging tracebacks in Python libraries.

  • If needed, we’ll open an issue in our infrastructure repository in order to track the steps needed to resolve this issue.

  • Throughout this process, we’ll communicate with you via the support@2i2c.org address. You are also welcome to follow along and discuss in any issues that we may create if you prefer.

  • When the issue is resolved, we’ll send you a confirmation via support@2i2c.org, and we’ll close the support issue.

Send us encrypted content#

Sometimes community representatives need to send us encrypted information - usually credentials for cloud access or an authentication system. We use age (pronounced aghe) to allow such information to be encrypted and then sent to us in a way that anyone on the team can decrypt, rather than the information be tied to a single engineer. You’ll be directed to this page by 2i2c support if we require something encrypted from you.

This page describes how you can encrypt information and send it to us!

  1. Install age on your computer. On a Mac, if you are using homebrew, you can simply brew install age. On Linux, your package emanager should have age, and on Windows you can find binaries to download from the releases page. See all installation options

  2. Run age -e -r age1mmx8hfzalmn3tmpryrfvcud5vyfakxdfqe683r40qkr6pjd2ag6s72cat5 -a on your terminal, and paste the contents of the message you want to encrypt. Press enter, then Ctrl-D. Make sure to copy this exactly!

    Note

    The parameter passed to -r (ag1mmx….) is the public key used to encrypt the message, which we can decrypt with our private key. Providing it as part of the command makes it easier to distribute the public key, as otherwise users would have to download and manage a public key file.

  3. age will print the encrypted version of your message on your terminal, and it’ll look something like this:

    -----BEGIN AGE ENCRYPTED FILE-----
    YWdlLWVuY3J5cHRpb24ub3JnL3YxCi0+IFgyNTUxOSAzOW1zTEwrM0FOZ2dWQUo0
    bks2WlZ0eU5LclRVNW4wcEZzRngyT0NSUkRjCm5oR0hGbzV0ZXJ4ZE0xQkdqSXFY
    WkoxaWI4VWQvd3pNbnpiR1BjTnNwREkKLS0tIHpLRXorOWlsS2pFWHFiK1JqUW8v
    U1pyYW40QSswcFNRZnBDcDcwN29EeVUKC5temNTLqJPd5oT0kfOOK2UHGgb2IVzK
    zZS5QmYxmbRNa7qRGqbL
    -----END AGE ENCRYPTED FILE-----
    
  4. Copy the encrypted version of the message and include it in the message to support@2i2c.org. All 2i2c engineers will be able to decrypt the message!