| | 1 | = Support Coverage = |
| | 2 | |
| | 3 | Help! Jamie will be away August 6 - 9. Please sign up to help cover the support queue! |
| | 4 | |
| | 5 | == Coverage == |
| | 6 | |
| | 7 | Please place your name by a day you can cover |
| | 8 | |
| | 9 | * Friday, August 6: |
| | 10 | |
| | 11 | * Saturday, August 7: |
| | 12 | |
| | 13 | * Sunday, August 8: |
| | 14 | |
| | 15 | * Monday, August 9: |
| | 16 | |
| | 17 | == What does covering a day mean? == |
| | 18 | |
| | 19 | Coverage means: |
| | 20 | |
| | 21 | * monitoring the support queue (four hour response time during regular working hours is perfectly acceptable - so checking around 10 am, 2 pm and 6 pm will do the trick) |
| | 22 | * evaluating tickets: |
| | 23 | * If you know the answer or part of the answer, respond to the ticket |
| | 24 | * Non-urgent and you don't know the answer: say we are short staffed - can this wait until tuesday? |
| | 25 | * Urgent and you don't know the answer: contact other people helping out (dkg has root on all machines or call Alfredo who also has root) |
| | 26 | |
| | 27 | You can monitor the support queue in several ways: |
| | 28 | |
| | 29 | * Bookmark the [/timeline?daysback=10&ticket=on&ticket_details=on&update=Update timeline link]. This page will show all tickets in chronological order |
| | 30 | * Subscribe to the RSS feed of the page (see the RSS link at the bottom of the page) |
| | 31 | * Subscribe to the [https://lists.mayfirst.org/mailman/listinfo/support-team Support Team] mailman list - you will get an email everytime a ticket is posted or commented on |
| | 32 | |
