Version 19 (modified by Jamie McClelland, 11 years ago) (diff)


Support Coverage

Support Team page

Regular coverage

We are currently experimenting with days off for Jamie. Currently, wednesday is designated community support day - so please pitch in on Wednesdays.

Special Coverage

No special coverage days set

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