Changes between Version 2 and Version 3 of support-coverage
- Timestamp:
- Jul 27, 2010, 3:18:52 PM (14 years ago)
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support-coverage
v2 v3 20 20 21 21 * 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. 26 23 27 24 You can monitor the support queue in several ways: