Version 18 (modified by Jamie McClelland, 11 years ago) (diff)


Support Coverage

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

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


  • November 11: Mallory
  • November 12: Ross
  • November 13: Joseph
  • November 14: Daniel

What does covering a day mean?

Coverage means:

  • being present on 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