Support Coverage

Support Team page

Regularly Scheduled Coverage

All times America/New_York

Person	Day	Notes
jamie	mon	regular working hours
ross	mon	regular working hours
alfredo	mon	afternoons, evenings
jamie	tue	regular working hours
alfredo	tue	afternoons, evenings
jamie	wed	regular working hours
alfredo	wed	afternoons, evenings
jamie	thu	regular working hours
alfredo	thu	afternoons, evenings
jamie	fri	regular working hours
alfredo	fri	afternoons, evenings
alfredo	sat	afternoons, evenings
jamie	sun	4:00 pm - 9:00 pm
alfredo	sun	sporadic

Special Coverage

No special coverage is currently scheduled

What does covering a day mean?

Coverage means:

• monitoring the support queue (four hour response time during regular working hours, minimally checking around 10 am, 2 pm and 6 pm)
• evaluating tickets and responding to tickets - see the support-response-tips page.
  • If you know the answer or part of the answer, respond to the ticket
  • Non-urgent and you don't know the answer: say we are short staffed - can this wait until tuesday?
  • 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)

You can monitor the support queue in several ways:

• Bookmark the timeline link. This page will show all tickets in chronological order
• Subscribe to the RSS feed of the page (see the RSS link at the bottom of the page)
• Subscribe to the ​Support Broadcast mailman list - you will get an email everytime a ticket is posted or commented on