Details on contacting Infra

Here is detailed information on how to contact Infra in a wide range of situations.

How should I make contact?¶

That depends on your role and what you want to do. If this chart doesn't help, Infra maintains a publicly accessible channel (#asfinfra) within the ASF presence on Slack, and you can ask there whether to create a bug report or do something else.

If you...	and want to...	then contact...	Notes
are anyone	report a security vulnerability in a service that runs on apache.org	`root@apache.org`	You may optionally encrypt the email to this set of keys.
are anyone	report a security vulnerability in an Apache project	the Apache Security Team	The Security Team is not part of Infra.
are anyone	report that a service is down if status.apache.org doesn't show it	Infra's Slack channel	Email to `users@infra.apache.org` is an acceptable alternative. The infrabot Twitter feed may contain information about current outages and maintenances.
are a newly-invited commmitter	ask a question about your committership	`private@$project`
are a committer	regain access to your account	See ASF account management	If commits fail, double-check that you are using `https://` (not `http://`).
are a supplier (you donate or sell hardware or services to Apache)	anything	`private@infra.apache.org`	Encrypt passwords or send them by other means.
submitted an ICLA in the past	change your contact details of record	`secretary@apache.org`	Snail mail is possible too; see apache.org/foundation/contact.
are anyone	unsubscribe from a mailing list	See unsubscription instructions.
are a committer	change your account details	Self-serve
are a PMC	request account creation for a newly-elected committer	Whimsy	Instructions are here
are a newly-accepted podling	create podling infrastructure (site, lists, etc.)		See Infra and the Incubator
are a podling that has just graduated	migrate resources from Incubator locations to TLP locations		See Infra and the Incubator
are a PMC or podling	request mailing list creation	Self-serve	Only Members and Officers (including PMC chairs) can submit the form.
are a committer or PMC	change Jenkins build settings	`builds@apache.org`	Project members having hudson-jobadmin karma can perform some tasks; ask your `dev@` list.
are a PMC	ask Infra to do something	Create a Jira ticekt	See On Requests and What we need to know.
are an Officer of the ASF	ask an organizational (as opposed to technical) question	VP Infrastructure, or `private@infra.apache.org`	The target audience for this item is the Apache Board of Directors, the VP of Fundraising, etc.
posted to an Apache mailing list	edit the mail archives	Public forum archive policy	We deny almost all requests.
are anyone	discuss something publicly with Infra, or ask Infra a question	`users@infra.apache.org`	Consider this as a semi-public list, as many people subscribe to it. The discussion archives are available for ASF Members only.
are anyone	get your IP unblocked	`users@infra.apache.org`

What we need to know¶

If you ask us to...	we need to know...	Notes
promote a podling to TLP		See Infra and the Incubator
create a podling		See Infra and the Incubator
load Subversion history	URL and checksum (or PGP signature) of a dumpfile; proof of IP rights	Produce with `svnadmin dump --incremental --deltas` or `svnrdump`. The paths within the dumpfile should be relative to the project root (e.g., to `/repos/asf/incubator/MyPodling`).
load Git history	URL of a repository or an export stream; proof of IP rights	If linking to a file, provide PGP signature or checksum. If to a remote repository, you must review and sign off on the import ("Yes, that is the repository and history we asked to import and have IP rights for") before it will be writable.
create an svnpubsub-based site	SVN URL of the compiled site (directory containing HTML files)	For Git-based web sites, refer to Git-.asf.yaml features for instructions on publishing.
create a project blog	project name, brief one-line description of the project, and Apache usernames (and fullnames) of at least two editors
create a blog account for an editor	The Apache username (and fullname) of the editor	Non-PMC members need to demonstrate PMC consensus (a link to a lazy consensus thread suffices).
create a project Confluence wiki	wiki name, destination for commit mails, and Confluence usernames of at least two community members who will be space admins	Go to Self-serve and follow the prompts.
set up your project on Review Board	project name, which svn/git branches to support	Review Board is a web-based collaborative code review tool, available as free software under the MIT License.
create a Jira project	Key name (e.g., INFRA), Jira user names of 1-2 project members who will be project admins, mailing list address to which Jira notifications should go	Go to Self-serve and follow the prompts.
migrate your project's SVN repository to Git		Use Self-serve to create your intended Git repo(s). Run `svn2git` locally using this authors file and push once the conversion result is confirmed. Submit a Jira ticket for Infra to mark your SVN repository 'readonly'. Optionally, file a ticket to temporarily disable commit emails for when you push your converted clone.
Become an email list moderator	As well as the list id, we need your ASF id and the email address to be enabled as moderator. Note that moderation requests initiated by you must be sent from that address, and the address must be registered in LDAP so we know it is yours.	Submit a Jira ticket for Infra

Don't see here what you're looking for? See above for other cases.

Other Requests¶

See the list of Services and tools Infra provides for projects. If you want something that isn't listed, get in touch. It might be possible to support it, especially if the feature request includes a list of volunteers who will help maintain it hint, hint.

Where should I submit my request?¶

The short answer: If there is a dedicated webapp, use it. If not, file a Jira ticket for Infra.

The more complete answer is in the table above. Please review the table before filing a ticket - often you or someone in your PMC can effect the change without involving infra at all.

Before you press `Send` on your ticket:¶

Ask in your project whether someone has the karma to implement the requested change. This eases the load on the infra team. The moderators and volunteer admins of the project's issue tracker and wiki can often address issues with those services.
Aggregate requests: instead of sending five emails, each asking for one more moderator to be added, send one email asking for five moderators to be added.
CC your PMC on emails. When creating Jira tickets, some cases SHOULD or even MUST demonstrate PMC consensus. If the ticket does not demonstrate PMC consensus, Infra will close the ticket as invalid or reject it. For more details, please refer to our Jira Guidelines.
If you create a Jira ticket, create it in the right Jira component. This helps the team spot pending tasks in their areas. If it's not obvious which component is the right one, report a bug in the documentation.
Be patient. It may take a few days for someone to respond.
Research your topic. See the developer information section.

Thanks. Making requests following these guidelines might require a little effort, but saves time for all involved.

My issue got closed with a request to reopen it¶

Then reopen it. Usually we ask that you do something as you reopen it, so do that too (or say why you didn't).

Background: we tend to close issues that we cannot act on for an extended period, since we use the INFRA queue as a to-do list. In our workflow, this kind of close/reopen cycle is a matter of ordinary routing (much like reverting a commit that broke the build system).

My issue got ignored¶

There could be a few reasons: some areas have longer turn-around times than others; sometimes we're busy on backend projects like installing new hardware and have little time for user-facing tasks; sometimes an issue blocks on prerequisite new hardware to get shipped, installed, and configured, which takes time; sometimes we're just backlogged and are working on issues ahead of yours in the queue; and sometimes we do tickets of a certain category in batch, and yours will be done in the next batch in a few days.

To make sure your issue doesn't get lost, feel free to add a comment to the relevant Jira issue, or email the users@infra list with a question. If the matter remains unresolved after that, feel free to escalate it to the VP, Infrastructure or to the operations@ privately-archived mailing list (everyone may post to it).

In case of emergency¶

The following describes how to page root@ people when there is an absolutely urgent problem, such as a malicious cracker having an active root shell on archive.apache.org. This is only for urgent, ASF-wide problems that must be handled at once, even if that means waking people up in the middle of the night or having them miss their flight

Normally, pinging #asfinfra or emailing root@ or private@infra suffices. We discourage pinging people privately (via email, Slack, or Twitter) as then only a single person is aware of a request.

If you have exhausted these options, the last resort is to look up root@ people the list of names (see here or here) and call them or SMS them.

Finally, the VP Infrastructure has the authority to contact third parties directly. The contact information is available to him via docs/vp/littleblackbook.txt.

Reminder: this facility is for emergency use only. It wakes people up.