Changes between Version 28 and Version 29 of support-coverage


Ignore:
Timestamp:
Jan 17, 2013, 9:34:56 AM (9 years ago)
Author:
Jamie McClelland
Comment:

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  • support-coverage

    v28 v29  
    3131== What does covering a day mean? ==
    3232
    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 
     33See the [wiki:support-team/support-organizer support organizer page] for responsibilities.