Fund the ySupport Team

[defiglenn]

Scope

The scope of this request is to provide discord and telegram support to users. This is following on from the proposal made in June (#76)

Plan

Provide support to users 24/7, aiming to respond quickly within 15 minutes. Queries will be resolved effectively because the team has a fluent understanding of all aspects of Yearn, DeFi, as well as have built solid relationships with individuals in different workstreams to investigate a problem further should the need arise.

Even in a bear market, users are on the site regularly and have queries that they expect to be resolved, and fast. Answering queries helps ensure users are satisfied with the product, new customers can overcome any hesitations prior to depositing, and bugs can be reported and solved quicker. This interaction with users, by a small team of long-term Yearn supporters, is where we shape the positive image of Yearn in the community and ultimately help grow the volume of vault deposits.

The team are requesting $1200 per person, representing a 16% cut from the last request.

Deadline

2023-05-01

People

ySupport team:

• Arberx
• Crolev
• Defiglenn - additional responsibilities: monthly reporting and coordinape admin
• Fuggggin noooob
• Jyhelper

Supported by: Dark Ghosty

Money

$6000 paid in YFI per month, split using coordinape

Amount

$6000 paid in YFI per month

Wallet address

ySupport Multisig: 0xbd7B3Bc2C4581Fd173362c830AE45fB9506B3dA5

Reporting

Monthly

[0x7171]

Congrats on the approval @defiglenn!

As part of the reporting, it would also be great to see some context of the previous funding period and an evaluation of that.

And then maybe to transition into some kind of formal reporting structure that you can do each month and track.

Some ideas, for instance:

• How many queries (approx) were answered,
• How do you evaluate team performance and quality of responses?
• What type of questions are being asked, were answers available elsewhere, ie did you direct people to existing documentation?

Looking forward to seeing the ySupport team grow and evolve!

[DarkGhost7]

Stream started March 2nd new deadline May 31st.

[defiglenn]

February Reporting

How do you evaluate team performance and quality of responses?
Team performance is evaluated by all members of the team keeping up to date with the support channels so that responses are consistent, approaches for responding to new queries are learnt and any moderator responses can be improved upon. On a weekly basis on Monday the team plans to check in with each, asking how each other are doing, and to see if any help is needed, or things not understood regarding Yearn. By staying up to date with announcements any changes to Yearn can be understood, with individuals such as @DarkGhosty (technical) @corn (partnerships) @facu (strategies) contacted for a deeper understanding.

What was the general theme of questions?

• Firstly, factory vaults in particular with people wondering why funds not being deployed or a harvest not been called.
• Secondly, yCrv understanding with people seemingly drawn in by the high APY but not quite sure of the workings of the tokens.
• Also, there has been enquiries about realised profit by the user relative to the APY shown.
• There were also some questions about "idle" tokens not being used in strategies or not being distributed to the vault as profit.
• Finally, some people were wondering what is yEth going to be with users curious about what will be in the basket of liquid staking derivatives

How were answers generally found?
Looking at yearn.vision, yearn.watch, seafood.yearn.watch and etherscan to check vault working effectively is the main one. Sending to docs re factory vaults and explaining that they can call a harvest themselves, and explaining how to enter/exit a yCrv position through general DeFi and docs knowledge. We’ve also been experimenting with using yGenius for some queries to test it out.

March Reporting Plans

• Ahead of March reporting, we are working on a way to effectively approximate number of queries answered.
• Any feedback/ideas please send them my way

[defiglenn]

March Reporting

In general, it was a quiet month on the support channels. We anticipate April could be busier if the likes of the yETH LSD are released.

How do you evaluate team performance and quality of responses?
Team performance discussed in weekly chats where we covered users issues, team check in, and to help each other out with coaching when necessary.

What was the general theme of questions?

• There was a few questions about vault token vs underlying value and vaults vs strategies holdings.
• There was also somebody who got scammed due to a mod impersonator. Measures to avoid in future include changing mod names to include: 'Will not DM first'.
• Throughout the month there has been lots of questions about the release date of yEth.
• Earlier in the month there were some questions surrounding exposure to Euler hack and the Iron bank / Alpha Homora funds freeze.

How were answers generally found?

• Usually will look at yearn.vision, yearn.watch and etherscan to provide an explanation, with proof, that the vault is working effectively. For example, by showing the strategy on etherscan we can provide reassurance that profit has been earned and it just needs to be harvested soon.
• Also, referring people to documentation is a common solution. People tend to be intimidated by the documentation but when they ask, we can refer them to a specific page that will help answer their questions.

[defiglenn]

April Reporting

A busier month with the likes of the yEth project progressing, and the iEarn exploit raising some concern

How do you evaluate team performance and quality of responses?
To ensure quality interactions and stay up to date, we each read over one another's responses across the support channels so that we can improve and correct each other if necessary. We also have a weekly conversation every other Monday, where team members have the opportunity to raise any issues and work together to resolve any problems.

What was the general theme of questions?

• Peg loss for yCRV/CRV - when, how, and will this return to 1:1?
• Earlier in the month, questions regarding the iEarn exploit: How did this happen? What was Yearn's response?
• yEth - how does the weighting work? How does this benefit YFI holders?
• There have been several questions from people wishing to contribute and potential partner projects
• Some questions regarding when the likes of yBAL will be released and veYFI rewards switched on

How were answers generally found?
Answers are typically found using information from docs.yearn.finance, yearn.watch, and yearn.vision. Additionally, block explorers help with on-chain queries. We also have a Yearn FAQ Google doc that serves as a database to store answers, ensuring that uncommon queries can be addressed quickly and effectively in the future.

• Reading and understanding the yETH gov post and the snapshot ensured the support team had the knowledge to answer such questions
• Regarding new contributors, we directed them to the open issues page on GitHub and encouraged them to share their skillset and ideas for how they wish to contribute
• Regarding yBAL and veYFI rewards, our usual response is to say "soon" and explain that we don't know either, as Yearn doesn't want to set a deadline when the project isn't ready
• Regarding the iEarn exploit, we explained that this was a product that predated Yearn from 2020 before there was even a Yearn team and that it has long been deprecated.

[defiglenn]

May Reporting

Interesting month with a fair few amount of queries. Recent spike due to some UI issues. The discord has continued to be a positive place to be with lots of regulars forming a strong community.
ySupport team size is a bit smaller at the moment with Crolev and Arberx having other priorities. Will monitor the affect this has, whether we can cover workload, and if a new team member addition could be beneficial.

How do you evaluate team performance and quality of responses?
We each read over one another's responses across the support channels so that we are up to date, and can improve and correct each other. Core contributors answering helpfully and quickly also provides an education to help us.

What was the general theme of questions?

• OP vaults questions after the boost due to lots of depositors
• Lots of people not seeing their deposits, especially last week or so
• Usual amount of partnership enquiries ranging from offer of security assistance to someone sharing a dashboard they built
• Users wondering how the yCRV ecosystem works
• Some people asking about the organisational structure, how it was founded, history, decentralisation, multisig etc.
• Early on in the month, queries about yETH workings

How were answers generally found?

• Reassurance that UI issues being fixed, and sharing other ways that user deposits can be viewed using portfolio trackers/etherscan/yearn.watch in the meantime
• For questions about our org structure its general knowledge really, with some documentation shared to provide further info
• Regarding the likes of yCRV and yETH, info from docs/articles/snapshot is provided
• Partnership enquiries are usually 'lightly' investigated to see how relevant. If so it is sent to the relevant team member, most often this is Corn through the #pr-marketing channel