more information

[denise]

* Support process: the braindump of precisely how support works technically speaking. How to see user-submitted requests, what you'll see when you go to answer them, what all those buttons and drop-downs really are, and why your screened response might not have been approved. (In fact, what a screened response is.)

* Privileges, also (usually) known as "privs": access control to functions that not every user has access to. Filled in the Support-specific bits, along with information on what they do, criteria on how we're going to be giving them out, and how you should use them once you get them.

* Support guide, for matters of style: how you should write your responses to users.

Coming (very) soon: guides for people with the "supporthelp" priv on how to choose an answer to approve; guides on how to troubleshoot with a user most effectively; keeping track of known issues; how to confirm and report suspected bugs.

Barring those, and having read the three guides linked above, what else do I still need to cover?