Support Templates

Here are a collection of templates you can use when communicating with a community in a support capacity. Ensure the values enclosed by {{ }} are filled in before sending.

Notifying a community champion of a budget alert trigger

Subject line: Notice of increased usage on JupyterHub cluster {{ cluser_name }}

Hello {{ community_champion }},

We are writing to inform you that your JupyterHub cluster in {{ cloud_vendor }} project {{ project_id }} is experiencing unusually high usage. It is currently on track to cost you a high bill for {{ next billing month }}. We’re contacting you because you’re in our records as the community champion for {{ community_name }}.

Details

Your forecasted usage for {{ month }} would be {{ cost }}. This is above the budget alert threshold we set of {{ alert_threshold }}. We set thresholds using a forecasting model that averages the past three months of costs and adds a 20% buffer. If you would like to change this threshold, please let us know by emailing support@2i2c.org.

Remember, you can always track usage of your hubs with your Grafana instance at {{ grafana_url }}.

What you should do next

If you are expecting this increase because of high usage that you know about, you don’t need to do anything! But if this is unexpected, we’d like to talk with you to collaboratively understand why the costs have gone up, and resolve the issue.

If you have any questions, please let us know by replying to this email.

As usual, you can expect your next bill by {{ latest possible date of next bill }}.

Thank you,

{{ name of customer service rep }}