Merge pull request #921 from GeorgianaElena/support-alert

Add a section about what to do when a budget alert is received

index.md

@@ -83,6 +83,7 @@ projects/managed-hubs/showcase-hub
 projects/managed-hubs/sales
 projects/managed-hubs/support/index
 projects/managed-hubs/incidents
+projects/managed-hubs/budget-alerts
 List of running hubs <https://infrastructure.2i2c.org/reference/hubs/>
 ```
 

projects/managed-hubs/budget-alerts.md

@@ -0,0 +1,19 @@
+
+# Budget alerts response
+
+We now have setup budget alerts for all cloud projects where we pay the bill from the cloud provider, independently if we pass through these costs or not to the community. However, we currently don’t look to setup budget alerts for communities paying their cloud provider bill directly.
+
+These alerts are being sent to the 2i2c freshdesk account.
+
+## What to do when such an alert is triggered
+
+If the alert is about a higher than expected budget spend, then you should communicate that to the community representative.
+
+There is a template message to help you get started at [](support:templates:budget-alerts).
+
+### Steps
+
+1. Create a new email from freshdesk at https://2i2c.freshdesk.com/a/tickets/compose-email
+2. Get the community contact's information from https://airtable.com/appbjBTRIbgRiElkr/pagD3XyZjqBunYMnC
+3. Copy the message template from [](support:templates:budget-alerts) and paste it into the email's body editing it where appropriate
+4. Mark the original budget alert ticket as resolved.

projects/managed-hubs/support/templates/index.md

@@ -5,7 +5,7 @@ Here are a collection of templates you can use when communicating with a communi
 in a support capacity. Ensure the values enclosed by `{{ }}` are filled in before
 sending.
 
-(support:templates:budget-alerts)
+(support:templates:budget-alerts)=
 ## Notifying a community champion of a budget alert trigger
 
 > **Subject line:** Notice of increased usage on JupyterHub cluster {{ cluser_name }}