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Support Coverage
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 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 between 11 am and noon and 5 pm and 6 pm America/New_York)
- 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: assign to another support team member who you think knows the answer and tell them we are working on it
- Urgent and you don't know the answer: contact other people helping out via IRC
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
