Financial Proposal: Aragon dTech Season 2

Purpose: S2 Financial Proposal
Status: Final Version for Voting
Voting: 8-15 August Voting Aragon Voice
Authors: @brent @alibama @SpectraCryptoVerse @Carla78 @barukimang
Previous Versions: v1.0 - v1.1
Reviewed: via Forum Discussion 16 days

Aragon dTech Guild - Season 2 Proposal

“We are the Eagle :eagle: Eyes and Ears for Aragon”
Translating users’ voices to Feedback which you can use to make our DAO Services a huge success!

dTech was initiated in November 2021 to fulfill the technical support function for Aragon’s product users. We provide 24/7 service and have supported thousands of Aragon users with a respectable resolution time. We effectively enable Aragon product teams to focus on their core development tasks.

We request $363,000 funding from August 1 2022 - March 31 2023 for the Aragon dTech team for 8 months of dTech operation to deliver the following initiatives

  1. Technical Support 40%
  2. Maintenance as a Service 30%
  3. Aragon Documentation 20%
  4. Integration Evaluation 5%
  5. Guild Operations 5%

We actively help to grow the number of active DAOs on the Aragon network in terms of both user retention and new users seeking support to overcome typical technical barriers. We actively support the teams within the DAO on technical support and have built a strong team culture focused on improved user experience when interacting with Aragon products. With the launch of the new app, we could see a 3, 4, 5x increase in technical support queries. dTech is ready!

1. Proposal Rationale

Technical engagement with the community, technical support, and product integration enables people, communities, and organizations to use Aragon products which they otherwise struggle to comprehend and deploy. A core team dedicated to the support and expansion of existing and future products ensures Aragon’s footprint in the decentralized governance space. Without these technical support services, users have a high barrier to entry setting up a DAO with Aragon’s products. Without technical support our user base is considerably more likely to migrate to other DAO solutions.

2. Initiatives & Deliverables

The Aragon dTech team proposes to continue into its 3rd season with the following initiatives:

  1. Initiative: Tier 1 Technical Support
    Management, moderation and response for all current and new products and services of Aragon user issues via Hubspot help tickets, Discord channels in English and Spanish. Additionally, dTech will continue to moderate and add value to the Support Forum.
    Deliverables:
    1.1Support tickets replied 16 hours average
    1.2 Support tickets resolved 24 hours
    1.3 Support setup for Spanish

  2. Initiative: MáS (Maintenance as a Service)
    Continue piloting MáS (Maintenance as a service) to support Aragon product software, assist with bug resolution, monitor industry changes that affect current products. Quality Assurance testing for all new products prior to release will also be a function of MáS. dTech will test user stories set forth by the product team, ensure UI/UX usability, find and report possible risks back to product and development teams.
    Deliverables:
    2.1 Bi- Weekly issue status call with development team
    2.2 Monthly report of number and status [inprogress] [resolved] of issues/bugs
    2.3 Complete full product testing of new Aragon products Maximum Days
    2.4 Report on products testing and a results

  3. Initiative: Aragon Documentation
    Continue management of the current Aragon User Documentation 2 created by dTech by adding updates and additional translations. Create FAQ and documentation for the new Aragon app based on user support and feedback. Initial review of the new app’s developer documentation and adding future improvements. In addition dTech, will continue with Miragon 3S (the Aragon Answers series)
    Deliverables:
    3.1 Complete 1 Miragon 3S videos per month with a total of 10 minimum over the proposal timeframe
    3.2 Report number of views for each of Miragon 3S video
    3.3 Create at least 1 video gif per month for the current Aragon documentation
    3.2 Deliver 3 more translations to Fundamentals and Aragon Client documentation
    3.5 Initial review of Aragon App developer documentation
    3.6 Upgrade to the How-to Guides and developer documentation,
    3.7 Creation of an Aragon App FAQ based on user feedback

  4. Initiative: Integration Evaluation
    Based on user feedback received, dTech will collaborate with the development community to become involved in the technical aspects of Aragon products/add-ons and provide feedback to the product team who can weigh risks and viability of partnerships. e.g. Blossom Labs, Dework, Otoco, WallId, Raincards.
    Deliverables:
    4.1 Report integration network in the CRM
    4.2 Report the number and status of engaged third parties
    4.3 Report Product team collaboration as a result of research

  5. Initiative: Guild Operations
    dTech, like other guilds, have operation tasks that need to be performed that ensure transparency, deliverables are being met, initiatives remain within budget, and accountability and professionalism is ensured.
    Deliverables:
    5.1 Maintain Guild Wiki and Notion
    5.2 dTech strategy calls x 2 per week
    5.3 Contributor bounty engagement
    5.4 Monthly reporting
    5.5 Monthly strategy & performance reviews

3. Strategic Alignment

dTech aligns with the Aragon Network in the following ways:

  • Ecosystem: Supporting collaborative ecosystem partnerships teams like EVMcrispr
  • Ecosystem: Created DAO credit card integration: Aragon dTech Rain Credit Card (built on the earlier Otoco legal wrapper integration)
  • Aragon Network: Providing technical documentation and communication from our unique perspective as leaders in community engagement in Discord and support tickets.
  • Aragon Network: Fixed or helped to fix (critical) bugs in Aragon software: MáS project
  • Dev Teams: Aragon dTech frees up engineers’ time which in the past was consumed on supporting users instead of developing.
  • Product: We support all current and future Aragon products and possible industry tools to the product team for a better product fit.
  • Research: dTech is on the frontline collecting user feedback and data needed for DAO development. An early example came from seeing the failure of Aragon to maintain the CLI. We helped investigate EVM CRISPR and bring a proposal to the table that supersedes most of the CLI functionality in a simplified browser interface.
  • DAO Experts: Aragon supports business development initiatives prescribed by the DAO Experts program serving as technical engineers and advocates of its growth
  • The AN DAO: Supporting technical operations of all teams that is not otherwise covered by an Aragon devops team.
  • dGov: Technical advisory for governance tooling and proposals, Github LaTEX Charter Updated and Community updates on governance tooling progress
  • Community: Using dTechs Spanish contributors, dTech will assist Community with any Spanish initiatives
  • Ops: dTech helps ops with technical platforms such as the recent research and setup of Dework which has become an AN DAO wide standard
  • Finance: dTech helps finance with web3 platforms such as gnosis safe and Coordinape

4. Limitations and Risks:

  • dTech does not receive a clear strategy from leadership in the DAO making it difficult to align with other initiatives.
  • The Aragon App is delayed from the planned launch - dTech preparation effort is a waste
  • Lack of ANT holder awareness of the scale and extent of dTech work to date
  • No funding = no support, results in dwindling Active DAOS or drain on product team
  • Team members leave who are focusing on an important dTech initiative
  • Spanish support experiment proves to be of low value.
  • Senior level tasks are presented to MáS (Maintenance as a service).

5. Team Information

The dTech team is fluid as additional contributing members may join from the community and others will leave. Some will be moved into a core contributor role as the need arises and dedication is demonstrated. All members shadow each other to ensure initiative deliverables are met however, each initiative has a lead.
Core Members

  • anson parker#4296 Lead Integration Evaluation
  • barukimang#3560 Lead MáS
  • Carla78#9313 Lead Documentation
  • Spectra CV#6148 Lead Contributor & Bounty, Transparency
  • Brent Russell, BrĂ©nt#008 Steward & Guild Ops Lead
    Technical Support Contributors
  • Camel Pavel#1004 Lead Spanish Technical Support
  • aakansha#9163
  • tony.stark#5145

The current five core contributors (Leads) have been a part of dTech since inception and have completed 2 successful ESD funded seasons. Three contributors have also joined over the course of the previous two seasons. dTech has met all deliverables, within budget, time and resources and delivered value beyond the scope of previous proposals. See end of season reports: Season 0, Season 1

6. Funding Information

This proposal aims to secure funding for operations totaling $363,000 USDC Equivalent paid as per the prevailing finance guidelines

  • Core Contributors $37500/month
  • $7,000 bounties to be delivered to non-core members (Contributors and other community members)
  • $6,000 for Team education expenses
  • $1,000 for Various expenses (Platform fees, tools, etc)

For comparison, I am including Glassdoor salary estimates based on Charlotte, NC which has a cost of living below the US national average. These estimates include the value of employee benefits which guild contributors provide themselves essentially as contractors.

All unused funds will be rolled over into future approved dTech proposals or returned to the DAO at the end of the proposal time period.

1 Like

August EOM report

Deliverables

1. Initiative: Tier 1 Technical Support

Deliverables:

1.1 Support tickets replied 16 hours average

  • Actual First Response time is 8h 34m

1.2 Support tickets resolved 24 hours

  • Actual Resolution time is 28h

1.3 Support setup for Spanish

2. Initiative: MáS (Maintenance as a Service)

Deliverables:

2.1 Bi- Weekly issue status call with development team - Not Completed

2.2 Monthly report of number and status [inprogress] [resolved] of issues/bugs - Ongoing

2.3 Complete full product testing of new Aragon products Maximum Days - Not Completed
2.4 Report on products testing and a results - Not Completed

3. Initiative: Aragon Documentation

Deliverables:

3.1 Complete 1 Miragon 3S videos per month with a total of 10 minimum over the proposal timeframe - Not Completed

3.2 Report number of views for each of Miragon 3S video - Not Completed

3.3 Create at least 1 video gif per month for the current Aragon documentation - Not Completed

3.4 Deliver 3 more translations to Fundamentals and Aragon Client documentation - Not Completed

3.5 Initial review of Aragon App developer documentation - Not Completed

3.6 Upgrade to the How-to Guides and developer documentation - Ongoing

3.7 Creation of an Aragon App FAQ based on user feedback - Not Completed

4. Initiative: Integration Evaluation

Deliverables:

4.1 Report integration network in the CRM - Not Completed

4.2 Report the number and status of engaged third parties - Ongoing

4.3 Report Product team collaboration as a result of research - Not Completed

5. Initiative: Guild Operations

Deliverables:

5.1 Maintain Guild Wiki and Notion - Ongoing

5.2 dTech strategy calls x 2 per week - Ongoing

5.3 Contributor bounty engagement - Ongoing

5.4 Monthly reporting - Ongoing

5.5 Monthly strategy & performance reviews - Not Completed

Finished bounties

  1. Team Development August 2022 1/3 (DTG.S2.M8.N628)
  2. Team Development August 2022 2/3 (DTG.S2.M8.N629)
  3. Team Development August 2022 3/3 (DTG.S2.M8.N630)

Funding Request

  • USDC 90% Total - $36,450
  • ANT 10% Total - $4,050
  • Amount Core Contributor compensation $37,500
  • Amount Bounty Rewards $3,000

See detailed financials here.

1 Like

Thank you for sharing @SpectraCryptoVerse

September EOM report

Deliverables

1. Initiative: Tier 1 Technical Support

Deliverables:

1.1 Support tickets replied 16 hours average - Completed (Recurring)

  • Actual First Response time is 13h 36m

1.2 Support tickets resolved 24 hours - Completed (Recurring)

  • Actual Resolution time 24h 44m

1.3 Support setup for Spanish -Completed

2. Initiative: MáS (Maintenance as a Service)

Deliverables:

2.1 Bi- Weekly issue status call with development team - Completed (Recurring)

2.2 Monthly report of number and status [inprogress] [resolved] of issues/bugs - Completed (Recurring)

2.3 Complete full product testing of new Aragon products Maximum Days - Not Completed

2.4 Report on products testing and a results - Not Completed

3. Initiative: Aragon Documentation

Deliverables:

3.1 Complete 1 Miragon 3S videos per month with a total of 10 minimum over the proposal timeframe - In progress (25%)

3.2 Report number of views for each of Miragon 3S video - Completed (Recurring)

3.3 Create at least 1 video gif per month for the current Aragon documentation - In progress (25%)

3.4 Deliver 3 more translations to Fundamentals and Aragon Client documentation - Not Completed

3.5 Initial review of Aragon App developer documentation - Not Completed

3.6 Upgrade to the How-to Guides and developer documentation - Not Completed

3.7 Creation of an Aragon App FAQ based on user feedback - Not Completed

4. Initiative: Integration Evaluation

Deliverables:

4.1 Report integration network in the CRM - In progress (25%)

4.2 Report the number and status of engaged third parties - In progress (25%)

4.3 Report Product team collaboration as a result of research - In progress (25%)

5. Initiative: Guild Operations

Deliverables:

5.1 Maintain Guild Wiki and Notion - Completed (Recurring)

5.2 dTech strategy calls x 2 per week - Completed (Recurring)

5.3 Contributor bounty engagement - Completed (Recurring)

5.4 Monthly reporting - Completed (Recurring)

5.5 Monthly strategy & performance reviews - Completed (Recurring)

Additional deliverables

  1. Built POC for Karma score in collaboration with dGov and Community Guild

Finished bounties

  1. Karma MVP 1/3 dTech share (DTG.S2.M8.N590)
  2. AI + Native speaker translation - 4 user docs articles - French (DTG.S2.M9.701)
  3. AI + Native speaker translation - 4 user docs articles - Spanish (DTG.S2.M9.702)
  4. AI Translation Fundamentals + Aragon Client Docs into Portuguese (DTG.S2.M9.N715)

Funding Request

  • USDC 90% Total - $35,910
  • ANT 10% Total - $3,990
  • Amount Core Contributor compensation $37,500
  • Amount Bounty Rewards $2,400

See detailed financials here.

3 Likes

This is actually part of Integration Evaluation and all the data from this will be given to Product and later to the community.

October EOM report

Deliverables

1. Initiative: Tier 1 Technical Support

Deliverables:

1.1 Support tickets replied 16 hours average - Completed (Recurring)

1.2 Support tickets resolved 24 hours - Completed (Recurring)

1.3 Support setup for Spanish - Completed

  • Payment issue with HelpScout prevented the Guild to reply tickets in HelpScout and get statistics this month. The Guild moved over to HubSpot to align more with AA workflow where statistics should be available next month.

2. Initiative: MáS (Maintenance as a Service)

Deliverables:

2.1 Bi- Weekly issue status call with development team - Completed (Recurring)

2.2 Monthly report of number and status [inprogress] [resolved] of issues/bugs - Completed (Recurring)

2.3 Complete full product testing of new Aragon products Maximum Days - Not Completed

2.4 Report on products testing and a results - Not Completed

3. Initiative: Aragon Documentation

Deliverables:

3.1 Complete 1 Miragon 3S videos per month with a total of 10 minimum over the proposal timeframe - In progress (35%)

3.2 Report number of views for each of Miragon 3S video - Completed (Recurring)

3.3 Create at least 1 video gif per month for the current Aragon documentation - In progress (37.5%)

3.4 Deliver 3 more translations to Fundamentals and Aragon Client documentation - In progress (66%)

3.5 Initial review of Aragon App developer documentation - Not Completed

3.6 Upgrade to the How-to Guides and developer documentation - Not Completed

3.7 Creation of an Aragon App FAQ based on user feedback - Not Completed

4. Initiative: Integration Evaluation

Deliverables:

4.1 Report integration network in the CRM - In progress (32.5%)

4.2 Report the number and status of engaged third parties - In progress (32.5%)

4.3 Report Product team collaboration as a result of research - In progress (32.5%)

5. Initiative: Guild Operations

Deliverables:

5.1 Maintain Guild Wiki and Notion - Completed (Recurring)

5.2 dTech strategy calls x 2 per week - Completed (Recurring)

5.3 Contributor bounty engagement - Completed (Recurring)

5.4 Monthly reporting - Completed (Recurring)

5.5 Monthly strategy & performance reviews - Completed (Recurring)

Additional deliverables

  1. Development environment set up with Nebari for web3 research in Python for data science work in our own environment.

Finished bounties

  1. Creating VideoGIF 3 - How to fund your wallet with test Matic (Content creation) (DTG.S2.M8.N582)
  2. AI Translation Fundamentals + Aragon Client Docs into Hindi (DTG.S2.M9.717)
  3. 24hr support and team resiliency assistance September (DTG.S2.M10.N941)
  4. 24hr support and team resiliency assistance September (DTG.S2.M10.N942)
  5. 24hr support and team resiliency assistance September (DTG.S2.M10.N943)
  6. AI Translation Fundamentals + Aragon Client Docs into Japanese (DTG.S2.M9.719)
  7. Native speaker Translation Fundamentals + Aragon Client Docs into Hindi (DTG.S2.M9.718)
  8. Native speaker Translation Fundamentals + Aragon Client Docs into Japanese (DTG.S2.M9.720)
  9. Creating VideoGIF 3 - How to fund your wallet with test Matic (Design creation) (DTG.S2.M8.N583)
  10. Token ANT documentation - Update 2/2 (DTG.S2.M9.1065)
  11. Token ANT documentation - Update 1/2 (DTG.S2.M9.706)

Funding Request

  • USDC 90% Total - $38,106
  • ANT 10% Total - $4,234
  • Amount Core Contributor compensation $37,500
  • Amount Bounty Rewards $4,840

See detailed financials here.

1 Like

dTech End of Season 2 report

Approved Funding

  • $181,500 of total funds to be spent

Final Expenditure

  • $150,000 Core contributor funds spent - On budget
  • $13,090 Flexible funds spent with 26 bounties of $28,000 - A saving of $14,910
  • Total: $33.10 spent of $500 on expenses - A saving of $466.9

Original deliverables

1. Initiative: Tier 1 Technical Support

Deliverables:

1.1 Support tickets replied 16 hours average - Completed (Recurring)

1.2 Support tickets resolved 24 hours - Completed (Recurring)

  • Payment issue with HelpScout prevented the Guild to reply tickets in HelpScout and get statistics at the end of this season. The Guild moved over to HubSpot to align more with AA workflow where statistics should be available once integration is completed with the AA HubSpot.

1.3 Support setup for Spanish -Completed

2. Initiative: MáS (Maintenance as a Service)

Deliverables:

2.1 Bi- Weekly issue status call with development team - Completed (Recurring)

2.2 Monthly report of number and status [in progress] [resolved] of issues/bugs - Completed (Recurring)

2.3 Complete full product testing of new Aragon products - In progress

2.4 Report on products testing and a results - In progress

3. Initiative: Aragon Documentation

Deliverables:

3.1 Complete 1 Miragon 3S videos per month with a total of 10 minimum over the proposal timeframe - In progress (35%)

3.2 Report number of views for each of Miragon 3S video - Completed (Recurring)

3.3 Create at least 1 video gif per month for the current Aragon documentation - In progress (37.5%)

3.4 Deliver 3 more translations to Fundamentals and Aragon Client documentation - Completed

3.5 Initial review of Aragon App developer documentation - Not Completed

3.6 Upgrade to the How-to Guides and developer documentation - Completed

3.7 Creation of an Aragon App FAQ based on user feedback - Not Completed

4. Initiative: Integration Evaluation

Deliverables:

4.1 Report integration network in the CRM - In progress (50%)

4.2 Report the number and status of engaged third parties - In progress (50%)

4.3 Report Product team collaboration as a result of research - In progress (50%)

5. Initiative: Guild Operations

Deliverables:

5.1 Maintain Guild Wiki and Notion - Completed (Recurring)

5.2 dTech strategy calls x 2 per week - Completed (Recurring)

5.3 Contributor bounty engagement - Completed (Recurring)

5.4 Monthly reporting - Completed (Recurring)

5.5 Monthly strategy & performance reviews - Completed (Recurring)

Additional deliverables

  1. Built POC for Karma score in collaboration with dGov and Community Guild
  2. Development environment set up with Nebari for web3 research in Python for data science work in our own environment.

Finished bounties

  1. Team Development August 2022 1/3 (DTG.S2.M8.N628)
  2. Team Development August 2022 2/3 (DTG.S2.M8.N629)
  3. Team Development August 2022 3/3 (DTG.S2.M8.N630)
  4. Karma MVP 1/3 dTech share (DTG.S2.M8.N590)
  5. AI + Native speaker translation - 4 user docs articles - French (DTG.S2.M9.701)
  6. AI + Native speaker translation - 4 user docs articles - Spanish (DTG.S2.M9.702)
  7. AI Translation Fundamentals + Aragon Client Docs into Portuguese (DTG.S2.M9.N715)
  8. Creating VideoGIF 3 - How to fund your wallet with test Matic (Content creation) (DTG.S2.M8.N582)
  9. AI Translation Fundamentals + Aragon Client Docs into Hindi (DTG.S2.M9.717)
  10. 24hr support and team resiliency assistance September (DTG.S2.M10.N941)
  11. 24hr support and team resiliency assistance September (DTG.S2.M10.N942)
  12. 24hr support and team resiliency assistance September (DTG.S2.M10.N943)
  13. AI Translation Fundamentals + Aragon Client Docs into Japanese (DTG.S2.M9.719)
  14. Native speaker Translation Fundamentals + Aragon Client Docs into Hindi (DTG.S2.M9.718)
  15. Native speaker Translation Fundamentals + Aragon Client Docs into Japanese (DTG.S2.M9.720)
  16. Creating VideoGIF 3 - How to fund your wallet with test Matic (Design creation) (DTG.S2.M8.N583)
  17. Token ANT documentation - Update 2/2 (DTG.S2.M9.1065)
  18. Token ANT documentation - Update 1/2 (DTG.S2.M9.706)
  19. Native speaker Translation Fundamentals + Aragon Client Docs into Portuguese (DTG.M9.S2.N716)
  20. Español Channel management (DTG.S2.M9.1027)
  21. 24hr support and team resiliency assistance October (DTG.S2.M10.N938)
  22. 24hr support and team resiliency assistance October (DTG.S2.M10.N945)
  23. 24hr support and team resiliency assistance October (DTG.S2.M10.N944)
  24. 24hr support and team resiliency assistance November 1/3 (DTG.S2.M10.N1046)
  25. 24hr support and team resiliency assistance November 3/3 (DTG.S2.M10.N1048)
  26. 24hr support and team resiliency assistance November 2/3 (DTG.S2.M10.N1047)

Short reflection on Season 2

What went well

  • Technical support for users is ongoing despite changing support platforms. The new chatbot workflow gives a quicker response and a better user experience.
  • V1 user documentation has been upgraded with the latest information. Furthermore, the Aragon Client and Fundamentals sections have been translated into a total of 5 additional languages.
  • Developer documentation has been revamped and content has been debugged.
  • Managed to recover user’s funds valued over $50K in DAI through communication in support tickets.
  • While doing an evaluation of a possible DAO integration, dTech managed to make RainCards work for the guild.

What could have gone better

  • Information delivery and collaboration bridging AN DAO and AA
  • Transition from HelpScout to HubSpot could have gone better and could have been faster
  • A Discord user who lost over $125k in ANT in Aragon court is no longer responding to messages.
  • Struggle to keep contributors engaged in a bear market

Outlook into S3 (how to proceed)

  • We might lose a valuable contributor due to outside factors
  • Continue to keep a tight rein on and remain under budget.
  • Depending on the setup and integration of Hubspot, we are planning to introduce new KPIs to measure efficiency better.
  • Working towards more action and decision oriented tactical meetings

Thank you for everyone involved. Please reach out to me in case you have any questions.

3 Likes

Thank you for sharing the End of Season report dTech team!

Could you maybe share some more insights about the technical support in S2?

Metrics like:

  • Amount of support tickets issued during S2
  • Amount of support tickets resolved during S2
  • Average solving time per support ticket
4 Likes

This would be really helpful data to see the usage of the products and the challenges users face.

2 Likes

At the moment that information is not accessible because this past season was split between Helpscout and Hubspot. We no longer have access to helpscout, and until we either pay for a second Hubspot or merge with the AA Hubspot, we are unable to view many statistics a paid version gives. I have been told there are some pending legal issues that have to be resolved before the two can be merged. So it is a combination of things that don’t allow us to get these statistics ATM, but that will be changing shortly.

What I can point to is the documentation and video series stats where people are getting lots of help from. We refer any people in discord to that material often and the goal is this self help information, hopefully indexed Google, will cut down on support tickets as people will find the information themselves before having to make a ticket.

Some of those stats:

In the last 3 weeks we have had 5490 views by 971 users on the documentation we have created. 8% in Japanese which is pretty interesting. 54 visitors to the tech forum, and the video series has 3,024 views.

1 Like

How to create a DAO on Polygon is one of the biggest topics. This video we created really helps us answer that question: How to Create a DAO on Polygon with Aragon - YouTube

We don’t know the biggest challenges, only the challenges of those who contact support. There is a difference. Most common question is how they can setup their DAO on Polygon, if they can use a token they already have or have to mint a new one, and if they can use NFTs for xyz purpose in their DAO. This information is shared with the product team when we have our collaboration calls.

1 Like

Not having access to that data for November really seems like a hurdle to allowing you to run the guild efficiently, hope it gets resolved soon!

  • If this was tracked in previous months - sharing that data for transparency and accountability will be helpful

I am relatively new here, but why is there a separate support forum? It seems to get very little interaction, probably not worth maintaining a separate forum:

  • November: 4 posts in only 1 thread
  • October: 18 posts across 5 threads
  • September: 9 posts across 3 threads
  • August: 6 post across 3 threads
1 Like

Hi Brent, thanks for the update.

A few questions: When you merged your information from Helpscout to Hubspot did you not have the information moved over? Where did all the information from Helpscout go? Usually when you merge or move data from one CRM to another you don’t lose any information. Can you please share how many tickets were received and completed per month in Helpscout before you moved over, and in your new hubspot account, how many were in there.

Thank you for sharing the other information, i.e. documentation and video series! But I think it’s important for everyone to know how many technical support tickets come in each month. Can you see if you are able to go back and get this information? I agree with Bear above that not having data is not good! According to the support forum you’ve had 37 support posts since August? Where else can data be found to add this? Thanks Brent! Let’s get to the bottom of how many total tickets you receive per month which will also probably influence the level of CRM you need to pay for when/if the team stays on its current Hubspot account or makes it over.

2 Likes

Having zero idea seems like a massive gap. It would be like finance saying we don’t know how much we spent. We must have a rough estimate. Are we not paying bounties for 24-hour support with a response time of 16 hours? If we need that 24-hour support due to the volume of tickets to meet the target hours, then it makes sense. That decision must have been data-driven. Even a rough estimate:

1 per Day
10 Per day
100 per day

Just to get an understanding, this data will be crucial as we move to the new product as well.

5 Likes

Agree it’s a massive gap. There have been multiple requests for clarity concerning that metric.

I flagged it back in August here:

Several AA members also flagged the lack of reporting on the total number of tickets during the discussion of this proposal before voting.

The concerns about per ticket cost of the guild raised in the discussion thread were based on the observed volume of 100 tickets per month during summer 2022 (including spam messages that do not require a response).

P.S. When we don’t know the number of tickets, how are we calculating resolution time?

3 Likes

I would also like to flag the lack of success in technical support for the important case noted above: 125k bricked in court.

This week the App team has been blocked because a Core team developer wasn’t able to work developing. He had to be addressing the125k ANT issue mentioned above instead. Which he was able to solve.

The App team is super tight on schedule and losing key developers just because “support” cannot provide support is (at the very least) concerning.

Finally I would also like to flag the “Discord user who stopped responding”. The user definitely responded to our core team developer.

4 Likes

Hi guys and thanks for the report.

I have to ask also for the number of support tickets. That is crucial information and could also be obtained in a more manual fashion (counting the number of tickets in the table).

Also, I would like to know what are the processes in Mas. I saw on the linked notion page (Notion – The all-in-one workspace for your notes, tasks, wikis, and databases.) that 35 out of 42 are not “Completed” and 0 are currently in “Being Fixed” state.
So either there is no work being done or it got migrated somewhere and the linked Notion page isn’t up to date.
Either way, a clarification on how the Mas project operates would be nice.

Secondly the locked funds in Court:
Are these the funds that we started unlocking yesterday? I had a call with the user and Pieter from dTech and we are in the process of unlocking them.
The user has all the necessary information he needs to continue today with the withdrawal by himself.

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Hey Guys,

Thank you for your questions. We are in the process of answering them to the best of our ability. I am travelling today but will try to post it today or tomorrow.

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Thanks for the work you guys do. It’s unfortunate this switch has caused issues in reporting. Although it was a necessary change to ensure cohesion within the org. I trust you all will do your best to provide a report as soon as possible.

In regards to the “bricked” 125k, id be interested to know how many issues needed to be elevated/addressed by the core team. If this is a regular occurrence then this is definitely an issue. However, if this is the only issue in the past 12 months (since dTechs inception) to be forwarded to the core team then I would say good job. Im not a part of this workstream so I may be mistaken, but if 125k worth of user funds were at risk I would want a second opinion as well.

Regardless, I’m keen to see the final report so that your work can be represented properly. Feel free to reach out if you want some help :slight_smile:

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There’s a pack [of] here worried about the number of support tickets yet the elephant in the room is that dTech is frontline on efforts to retain users on this network. They are not the developers of the technology.

You all might want to consider offering a little more respect to the team of committed intelligent people in dTech that are all too well aware of the extent of failures of the Aragon product (and maintenance), which they work to resolve and support 24/7

As a matter of public transparency

  • what failure causes 125k to be bricked in Court?
  • who on the development side is accountable for this failure?
  • shall we also discuss the other losses that Aragon DAO users have experienced in the past season?

The people accountable and the organisation responsible are NOT yet members of a DAO. There’s a growing legal liability here. The ongoing and repeated lack of accountability evidenced throughout this forum is imo grounds for an investigation of professional negligence (at best)

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