[[PageOutline]] = Support Coverage = [wiki:support-team Support Team page] == Regular coverage == Ross has been hired to manage the support queue on a daily basis. He is currently evaluating the [wiki:support_team_participants] to determine who can participate and in what capacity. == Special Coverage for 2012 == || November || Team Member || || 22 || || || 23 || || || 24 || || || 25 || || || 26 || || || 27 || || || 28 || || || 29 || || || 30 || || ---- || December || Team Member || || 01 || || || 02 || || || 03 || || || 04 || || || 05 || || == 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 [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: 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?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