wiki:support-coverage

Version 15 (modified by Mallory Knodel, 9 years ago) (diff)

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Support Coverage

Support Team page

Regularly Scheduled Coverage

All times America/New_York

PersonDay 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
mallory 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