[Resource Allocation] Premium/Tiered Tech Support for Instances

Summary: As SourceCred prepares to scale to more communities, we need to allocate resources in alignment with this growth trajectory. A highly constrained resource is Senior Developer time, This initiative will attempt to judiciously allocate this resource, starting with tech-support.


  • Currently the SourceCred Discord only has 1, non-permissioned #tech-support channel, no context other than the issue and the Discord ID of the requester.
    • Without distinction between tech-support issues or permissioned users, the tech-support load can get very resource-intensive.
  • Senior Devs at SC currently handle all tech-support questions with high priority
    • This negatively impacts progress on their priorities and in turn product, which is an area of focus SC needs to progress toward self-sustenance (we distribute grain from ecosystems revenue and other internal funds)


  • Give devs time back in their day to work on their priorities.
  • Give prioritized and premium support to live instances who currently support us through tithing/revenue
    • Service Level Agreements (SLAs) – TBD /Elevated levels of support


  • Two discord channels for SC tech-support
    • A non-permissioned general tech-support channel for general public and prospective DAO/communities to get support
      • Mints lower cred than premium tech-support channel
    • A permissioned premium tech-support channel for partner communities who support SC through tithing/tevenue
      • Only permissioned users from tithing/revenue supportive communities can access this channel
      • Mints higher cred than premium tech-support
      • SLA TBD

Thoughts welcome, to be ratified and implemented in the next few (working) weeks.


This is great! I'm exploring some possibilities of what 
that could look like within the server . . . 

Say our server reflected the following:

  1. Rename ::construction_worker_man:tech-support as it is now to​:construction_worker_man:internal-tech-support (:man_shrugging:t5:)

Perhaps this channel is a permission-only channel for our internal team, and not just devs so that teams can still collaborate.

I think permissions would be good because a user without permissions for that channel would see a message that says you do not have permissions to post here and we could pin a message to the top which redirects to the Co-communities tech support dropdown

This will slow down the traffic this chat is seeing while questions begin to flow to other tech support channels. I imagine it being our internal chat for our devs.

I offer the rename first because I do not know if you can move a whole channel and keep its content. I imagine others might have some insight/ ideas.

Create a New Dropdown for Co-communities tech support which includes:

(each co-community & tithing/revenue has its own channel within the dropdown)

  • :octopus: meta-game-ts

  • :bank: maker-dao-ts

  • :robot: gitcoin-ts

  • :honeybee: 1hive-ts

  • :currency_exchange: tithing-ts (secured channel, weighted differently than the others)

Curious what folx thoughts are on the aesthetic changes to the server…where we move things what they look like.

I like to keep in mind accessibility and find @KuraFire’s input would be great to have in the loop as we look to make changes to the visual landscape of our server.


Yes, I like this. I think support routing done in the way you’ve described would work well at this stage of scaling. Further down the line as we absolutely come to a limit (if ever), we can look into a supporting routing/ticketing system, but as it stands this method will both give devs back time AND encourage community participation for general tech support resolution, which allows for a decentralized process.