OpsBeacon Service Desk

Important Disclaimer

⚠️ PUBLIC REPOSITORY WARNING ⚠️

This repository is PUBLIC. Do NOT share or post any:

• Personal information
• API keys or credentials
• Passwords or access tokens
• Internal URLs or IP addresses
• Customer-specific data
• Proprietary information
• Sensitive business information

Any sensitive information accidentally posted here may be exposed publicly and should be reported immediately for removal.

About This Service Desk

This repository serves as the primary support channel for the OpsBeacon product. It provides a centralized location for users to report issues, request features, and get assistance with using the product.

How to Use This Service Desk

For Users Seeking Support

1. Check Existing Issues: Before creating a new issue, please search existing issues to see if your question or problem has already been addressed.

2. Create a New Issue: If your issue hasn't been reported, create a new issue using the appropriate template:

   • Bug Report: For reporting problems or errors
   • Feature Request: For suggesting new features or improvements
   • General Question: For usage questions or clarification

3. Provide Complete Information: When creating an issue, please include:

   • A clear, descriptive title
   • Detailed description of the issue or request
   • Steps to reproduce (for bugs)
   • Expected vs. actual behavior
   • Screenshots if applicable
   • Environment information (browser, OS, product version)
   • Remember: Do NOT include sensitive information

4. Issue Lifecycle:

   • New issues will be triaged within 1-2 business days
   • You may be asked for additional information
   • Updates will be posted as comments on the issue
   • When resolved, the issue will be closed with a resolution summary

For Support Team

1. Issue Triage:

   • Assign incoming issues to the appropriate team member
   • Add relevant labels to categorize the issue
   • Set priority based on impact and urgency

2. Communication Guidelines:

   • Respond to new issues within 1-2 business days
   • Provide clear updates on progress
   • If requesting private details, direct users to provide information through secure channels
   • Document resolution steps for knowledge sharing

3. Resolution Process:

   • Close issues with a summary of the resolution
   • Link to documentation when applicable
   • Update internal knowledge base as needed

Contributing to Documentation

If you'd like to improve our documentation:

1. Fork this repository
2. Create a new branch for your changes
3. Submit a pull request with your improvements
4. Include a clear description of what your changes address

Contact Information

For urgent issues requiring immediate attention or cases where you need to share sensitive information, please contact us through our secure channel:

• Email: support@opsbeacon.com

Service Level Agreements

• Initial Response: 1-2 business days
• Regular Updates: Every 3 business days minimum
• Resolution Target: Based on issue priority
  • Critical: 1 business day
  • High: 3 business days
  • Medium: 5 business days
  • Low: 10 business days

Thank you for using the OpsBeacon Service Desk!