***This and the competing proposal have been merged and a new discussion topic started ----- https://forum.osmosis.zone/t/revised-osmosis-support-lab-funding-round-september-2023-march-2024/255***
The Osmosis Support Lab is requesting 150,943.69 OSMO from the Osmosis community pool to fund an additional 6 months of operation.
The Support Lab stands as a beacon of excellence in the Osmosis ecosystem. Rooted in our commitment to the community, we pride ourselves on delivering unparalleled services, including:
Social Platform Management: We’re not just about moderating. Our team drives engagements, fosters positive interactions, and ensures that every Osmonaut feels heard and valued across our platforms.
User Support & Education: Day or night, our dedicated team ensures every user query is met with precision and warmth. We provide 24/7, live, personalized user support, complemented with a rich repository of educational content.
Developer Engagement: Our relations with community developers go beyond the formal. We’re actively involved in pre-launch product testing and QA, ensuring every Osmosis release is robust and glitch-free. This synergy with the developer community streamlines user experience and drives Osmosis’s innovation.
Feedback Channel: We act as the pulse of the community, channeling user feedback, emergent issues, and constructive criticism directly to Osmosis Labs.
Tech Solutions: Beyond immediate support, we’re constantly innovating. We’ve developed tools addressing recurring challenges, like IBC relaying and channel clearing.
Our team’s composition reflects diversity and expertise. Comprising well-known community members, we’re not only active in the Osmosis community but also significantly contribute to the larger Cosmos ecosystem. Our endeavors, such as in-house support materials and user-friendly tooling, have elevated the Osmosis ecosystem’s user value. The ripple effect of our contributions sees users returning, confident in the support and knowledge base available to them.
The dedicated members who make up the Support Lab DAO include:
- Crypto Assassin
- Max Power
Over the years, our community has come to understand the pivotal role the Support Lab plays in the ecosystem. The Support Lab is proud to represent Osmosis as an independent, self organized group of community members with an unwavering commitment to bettering Osmosis, offering an intangible value addition.
As the digital landscape evolves, so does the Support Lab. Today, with a keen awareness of the ecosystem’s shifting needs and challenges, we stand poised to redefine our operations. We are constantly striving to improve and iterate. To this end, we will be reworking our internal management structure. Three managers will be tasked with handling day-to-day decision-making, overall guidance, administrative duties, as well as keeping Support Lab members and each other accountable to the organization and the community.
Marking a new chapter in our governance model, we are transitioning from the SDK multi-sig account to a DAO DAO multi-sig. This move resonates with our ethos of pioneering decentralized decision-making and robust governance mechanisms.
Our unwavering commitment to the community compels us to handle resources prudently. Cost saving measures that have already been implemented in the current operational period have enabled us to conserve approximately 59% of our proposed budget, greatly reducing the amount we need to ask for in this proposal. Despite these budgetary constraints, we’ve managed to preserve the essence of our services.
We thank our friends at Interbloc for putting up their own bid. We recognize that competition breeds excellence, and the community is well served by having multiple potential contractors seek public goods funding.
As we pivot to meet the evolving demands and realities of our current market situation, it is imperative that we lay out a transparent and accountable budget. This budget has been tailored to uphold our key services, while also seeking out efficiencies and areas where we can streamline without compromising our core mission. Here’s a breakdown of our proposed funding allocation for the upcoming cycle, with the figures from the last proposal for comparison:
Amidst our restructuring, one of the significant changes we’ve instituted is in our payment approach. Previously, compensation was structured around worked shifts on a per admin basis. Now, in the interest of clarity and efficiency, we’ve transitioned to a per-hour basis. This not only provides more transparent budgeting but ensures our dedicated team is fairly compensated for their exact hours worked.
Support: Here’s the math behind our revised budget:
– Optimized Staffing: We’ve streamlined our support to have a single agent available across all platforms at any time.
– Billable Hours Basis: Instead of flat shift payments, we are now budgeting based on actual support hours worked.
– Calculation: 24 hours/day x 7 days/week x 26 weeks = 4,368 billable hours.
– Budget: 4,368 hours x $30/hour = $131,040 for support.
Support Software: An allocation of $1,430 is specifically set aside for our chat software. The platform we use, HelpCrunch, is embedded in the Osmosis support website to facilitate seamless communication with Osmosis users
Bot Integrations: To ensure the smooth moderation of our social platforms and enhance the user experience, we’ve incorporated the use of the Discord bot, Dyno, and the Telegram bot, Cosmobot. These tools assist us in maintaining a healthy atmosphere and keeping our communities safe.
Our ongoing commitment to enhancing the Osmosis user experience involves continued investment in critical tooling infrastructure. These investments not only ensure smooth inter-chain operations but also play a pivotal role in hosting essential resources for public goods.
Public RPC Hosting: Distributed nodes support a healthy, decentralized network. Public RPC endpoints allow interaction with the network without the need to provide the back-end server infrastructure. Running this infrastructure is a vital public good for the Osmosis community, as it allows developers and users to experiment with Osmosis in a cost-minimized manner, ensuring that cost doesn’t deter necessary activity.
Relayers Fees: We’ve begun relaying IBC transfers back and forth from Osmosis to certain chains on a 24 hour basis including Archway, Evmos, Juno, Quasar, Mars, Medibloc, and Stride. This allows us to clear stuck packets as soon as a downtime is reported, rather than having to track down the entity relaying on that channel. This helps ensure smooth UX for Osmosis users as they move their assets across the Interchain.
Central to our operations, admin encompasses:
Administration: Compensation paid to the three managers and includes all management duties, accounting, scheduling, and handling subscriptions and billables.
Legal: We don’t currently anticipate significant legal expenses in the upcoming period. Our proactive approach aims to minimize potential liabilities. Legal spending is undertaken only as needed
Software Subscriptions: Our software suite includes but is not limited to: Slack, Webflow, Zoho, Gitbook, Medium, Bitwarden, Backblaze
In essence, our proposal embodies a holistic approach to restructuring, optimizing costs without compromising quality, and ensuring continued premium support and user experience in the Osmosis ecosystem.
Having made the switch to HelpCrunch on 12/06/2022, our team has impressively addressed 2,818 tickets. The numbers speak volumes about our efficiency and dedication:
A swift median response time of 34 seconds.
A resolution time with a median of just 31.75 minutes.
An impressive 97% satisfaction rating from users, with 91% rating our support as ‘Excellent’ on a scale comprising ‘Poor,’ ‘Average,’ and ‘Excellent.’
After a major frontend redesign on March 31, 2023, the Osmosis Support Lab home page was integrated in the Osmosis frontend, populated with insightful articles produced by the Support Lab. This was complemented by the integration of our HelpCrunch widget, resulting in a notable surge in daily ticket submissions, averaging approximately 15.9.
In our continuous endeavor to enhance user experience, we’ve run passive relayers on several high-traffic channels.Additionally, we introduced The OC (OSL Channel Clearer) — a groundbreaking tool designed to allow both Support Lab members and end-users to swiftly address issues in problematic channels with just a few button presses.
The Ozzy NFT Collection, featuring our beloved Support Lab mascot, Ozzy, was launched on Stargaze and minted out. The mint garnered 57,284 STARS, all of which were sentto the Osmosis community pool. This initiative marked a milestone as the first community-owned NFT project in Osmosis history. We’ve retained 902 of these NFTs, earmarked for future giveaways and community incentives.
Lastly, the Osmosis Community Updates blog stands as a testament to our commitment to communication. Not only does it host our signature Governance Corner and Update Blog articles, but it also features summaries of the bi-weekly ‘Updates From the Lab’ show. While this platform no longer enjoys direct funding, we remain committed to curating and publishing crucial support-related content. Moreover, we are open to community contributions, such as the chain upgrade articles authored by our esteemed Support Lab alum, RoboMcGobo.
Support Structure Reimagined: While we previously had two members per shift during peak hours, we’ve adjusted to ensure continuous 24/7 coverage with at least one dedicated member at all times. This ensures that no query goes unanswered.
Content Revisions: The tough decision to bid farewell to our talented graphic designer will undeniably influence our content aesthetics. His contributions to OSL branding and Osmosis core visuals have been invaluable. Meanwhile, the scaling down of our content budget means we’ll be even more strategic, focusing on vital topics and filling evident gaps in the ecosystem’s knowledge base.
While content creation and engagement campaigns are undeniably vital for a flourishing community, we have taken the tough decision to reduce our content spending. Despite it forming a modest part of our overall budget, we’ve decided to prioritize essential services. That said, the Support Lab remains committed to producing and updating support content. However, our focus will now sharpen towards critical topics or areas where no existing content alternatives are available, ensuring our community still has reliable and comprehensive resources.
Transition to DAO DAO: To foster greater transparency and trust within our operations and towards the community, the Support Lab multisig will transition to DAO DAO. This move aims to make our processes, decisions, and financial transactions more transparent and verifiable. In order to ensure internal processes run smoothly the Support Lab managers will be empowered with additional voting weight to rapidly make decisions.
Ensuring Continuity: Despite the modifications, the mission of our organization remains unchanged. The Support Lab promises that there will always be a touchpoint across all our platforms to cater to most concerns.
In the face of adversity, the Support Lab remains resilient. Our primary aim is to keep the wheels turning, ensuring the Osmosis community continues to benefit from our expertise. This proposal, while reflecting necessary changes, reaffirms our dedication to the Osmonauts and the broader Osmosis vision.