[[PageOutline]] = Support Coverage = [wiki:support-team Support Team page] 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 [wiki: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?daysback=10&ticket=on&ticket_details=on&update=Update 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 [https://lists.mayfirst.org/mailman/listinfo/support-broadcast Support Broadcast ] mailman list - you will get an email everytime a ticket is posted or commented on