Changes between Version 2 and Version 3 of support-coverage


Ignore:
Timestamp:
Jul 27, 2010, 3:18:52 PM (15 years ago)
Author:
Jamie McClelland
Comment:

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  • support-coverage

    v2 v3  
    2020
    2121 * 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)
     22 * evaluating tickets and responding to tickets - see the [wiki:support-response-tips] page.
    2623
    2724You can monitor the support queue in several ways: