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= Support Coverage =

[wiki:support-team 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 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