| 33 | | Coverage means: |
| 34 | | |
| 35 | | * being present on irc.indymedia.org in the #mayfirst channel to discuss issues that come up |
| 36 | | * 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) |
| 37 | | * evaluating tickets and responding to tickets - see the [wiki:support-response-tips] page. |
| 38 | | * If you know the answer or part of the answer, respond to the ticket |
| 39 | | * 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 |
| 40 | | * Urgent and you don't know the answer: contact other people helping out via IRC |
| 41 | | |
| 42 | | You can monitor the support queue in several ways: |
| 43 | | |
| 44 | | * Bookmark the [/timeline?daysback=10&ticket=on&ticket_details=on&update=Update timeline link]. This page will show all tickets in chronological order |
| 45 | | * Subscribe to the RSS feed of the page (see the RSS link at the bottom of the page) |
| 46 | | |
| | 33 | See the [wiki:support-team/support-organizer support organizer page] for responsibilities. |
