wiki:support-coverage

Version 27 (modified by Greg Lyle, 7 years ago) (diff)

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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 for 2012

November Team Member
22
23
24
25 Jamie
26
27
28
29 Jamie
30

December Team Member
01
02 Jamie
03 https://support.mayfirst.org/erq - Enrique
04 Greg
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 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)