= Support / Training =

[[Support/Handbook|Support Handbook]] 

== CCA violation during support process ==

If an user who is an active party during a support process is not responding if he is asked at least twice, support will see this matter as CCA 2.5.1 violation [1].

 1. Support locks the account of the user.
 1. Support clones the ticket and send the clone to arbitration. (Open original ticket, split, add support@c.o. at from,  add SE at to, add CCA-Violation as subject).
 1. Support moves the ticket to the queue "Locked accounts" and the ticket will be closed in the queue "Locked accounts".
 1. Support informs the user via mail that his account is locked due to CCA 2.5.2 violation.

[1] http://cacert.org/policy/CAcertCommunityAgreement.html


=== Mail to arbitration ===
{{{
Hi guys,

I locked the <user name> <primary email address> due to a CCA violation
2.5.2 [1] in that he was not responding to questions of support regarding
the users account.

History
<list of history>

Additional findings
<list of other email addresses in account>

[1] http://cacert.org/policy/CAcertCommunityAgreement.html

BR

Support

}}}

=== Mail to user ===
{{{
Hello <user>,

We have been trying to contact you in the support case <ticket no, reason>
on <history list>

I have locked your CAcert account due to the fact that you have not kept
your email account in good working order according to CAcert Community
Agreement (CCA) 2.5.2 [1].

I have moved the support case to arbitration as CCA violation 2.5.2 
(email account).

Arbitration will get in contact with you.

If you want to get your account unlocked you need to get in contact with
arbitration or support.

[1] http://cacert.org/policy/CAcertCommunityAgreement.html

BR

Support

}}}

== questions and thoughts ==

What should be done if the user reacts to the locking of his account?

  ''Werner Dworak: If the user answers at all, it is probable that he will answer the questions of Support too, so the account can be unlocked soon and the dispute can be withdrawn.''

== related documents ==

http://cacert.org/policy/CAcertCommunityAgreement.html


----
 . CategorySupport
 . CategorySupportTriage
 . CategorySupportTraining