Version 20 (modified by Ross, 9 years ago) (diff)


Support Coverage

Support Team page

Regular coverage

Ross has been hired to manage the support queue on a daily basis. He is currently evaluating the support_team_participants to determine who can participate and in what capacity.

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