Changes between Version 20 and Version 21 of support-coverage
- Timestamp:
- May 5, 2012, 1:47:32 PM (9 years ago)
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support-coverage
v20 v21 18 18 19 19 * 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) 21 21 * evaluating tickets and responding to tickets - see the [wiki:support-response-tips] page. 22 22 * 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 25 25 26 26 You can monitor the support queue in several ways:
