(Last update: 01.03.2019)

1) Each non-urgent request for a problem that needs a solution should be made by
the requestor to Computo IRyA via opening a single ticket, either sending an email to
soporte@irya.unam.mx, or through the RT ticket system: https://mail.irya.unam.mx/rt/
The second option is cleaner and easier to follow, especially if the user has
several pending requests at the same time.

2) Urgent requests can be done either personally or by phone, but a ticket should
be opened either by the requestor or by Computo staff at some point during or after
the attention to the problem, in order to keep a record. Telephone and office numbers
are here: http://www.irya.unam.mx/computo/personal
We encourage the user to ponder on what is considered as "urgent".

3) Ideally, a ticket should have a non-automatic answer from Computo staff within
1 working day, even if it is only to acknowledge the problem and give a first impression
of the possible solution. Further answers from Computo staff should take no longer than
2 working days after the last answer from the requestor.

4) The requestor is also expected to put attention to the solution of their problem.
The ticket will be closed if the requestor does not answer to a comment from Computo
staff after 3 working days.

5) Some exceptions to 3) and 4) will occur, mainly when progress on the problem
solution is delayed by factors that do not depend neither on Computo IRyA nor the
requestor, or when the solution is very complicated and Computo staff explicitly
states in the ticket that more time is needed for the next iteration on the problem.
Some of these tickets will be put as "stalled" in their status.

6) If a ticket is set as "solved" by Computo staff, but the user presents again the
same or a very similar issue, it is OK to reopen the original ticket. However, if the
request is a different one, the user should open a new ticket instead.

7) The email alias personal_computo@irya.unam.mx is designed to send messages to
Computo IRyA staff that *** are not a problem that needs a solution ***, e.g.,
suggestions, opinions, circulation of official announcements, etc. Please use it when
appropriate.