Changes between Version 20 and Version 21 of support-coverage


Ignore:
Timestamp:
May 5, 2012, 1:47:32 PM (8 years ago)
Author:
Jamie McClelland
Comment:

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  • support-coverage

    v20 v21  
    1818
    1919 * being present on irc.indymedia.org in the #mayfirst channel to discuss issues that come up
    20  * monitoring the support queue (four hour response time during regular working hours, minimally checking around 10 am, 2 pm and 6 pm)
     20 * monitoring the support queue (four hour response time during regular working hours, minimally checking between 11 am and noon and 5 pm and 6 pm America/New_York)
    2121 * evaluating tickets and responding to tickets - see the [wiki:support-response-tips] page.
    2222  * If you know the answer or part of the answer, respond to the ticket
    23   * Non-urgent and you don't know the answer: say we are short staffed - can this wait until tuesday?
    24   * 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)
     23  * Non-urgent and you don't know the answer: assign to another support team member who you think knows the answer and tell them we are working on it
     24  * Urgent and you don't know the answer: contact other people helping out via IRC
    2525
    2626You can monitor the support queue in several ways: