Per the 2014 Leadership plan, one of the imperatives for the Drupal Association is making Drupal.org a great tool for the Drupal community, building Drupal adoptions and developer satisfaction. One very important part of a great tool is great user support. The speed and ease with which users can get help when they have a problem greatly affects overall experience.
As with many other things on Drupal.org, historically support has been provided by an amazing group of community volunteers with a little help from the Drupal Association staff. Recently the Drupal Association staff had to step in heavily during a few intense times, such as after the security incident last May, when we reset all user passwords. Association staff answered hundreds of support requests, 24 hours a day, over the week following the incident.
The site is growing and demand for support is growing as well. Luckily so is the Drupal Association’s tech team. As we get more bandwidth, we are planning to do more in terms of user support...