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Support Coverage
Please double up on shifts. If you are new to support, having a "shadow" work with you will help you get up to speed.
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 |
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
November 11: Mallory November 12: Ross November 13: Joseph November 14: Daniel
What does covering a day mean?
Coverage means:
- being present on irc.indymedia.org in the #mayfirst channel to discuss issues that come up
- 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
Note:
See TracWiki
for help on using the wiki.