Proto-goal: Formalize a paid event support policy for all our customers

[yuvipanda]

Brief description

Often, hubs have specific periods of time where more immediate guaranteed support is needed. Examples of this are:

1. Exams that use the hub
2. Workshops and events where something is taught using the hub
3. Demos to stakeholders that happen at a specific time.

This might require work before the event, working with stakeholders on things like:

1. Figuring out resource requirements & constraints
2. Updating images
3. Pre-warming the cluster so hub startup is faster.

We already do this, but in an ad-hoc way for almost everyone, except for UToronto. We should do this in a more formalized way that gets us paid.

Rationale and value to our mission

These are very common use cases for hubs that people sort of expect us to do, but implicitly rather than explicitly. By making this explicit, we allow the client to make an informed choice on what kind of expedited support they want and how long they want it for. Sets expectations better.

This also gives both our end users, community champions and engineering team more peace of mind with respect to events.

Definition of completion and success

Tasks

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1. Look at the kind of 'expedited support' type requests we have received, and categorize them
2. Build out multiple types of 'expedited support for a specific time period' we offer, and write that down
3. Build the process for what kind of support we will provide and how we will allocate people to provide it.
4. Communicate this to all our community champions

Proposed leadership and team

References and links to issues

2i2c-org/infrastructure#2562 is an example where this would've helped.

2i2c-org/infrastructure#2449 has a bunch of questions in code review that should be answered as part of this.