Version 7 (modified by 14 years ago) ( diff ) | ,
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Support Coverage
Help! Jamie will be away August 6 - 9. Please sign up to help cover the support queue!
Coverage
Please place your name by a day you can cover. I'm hoping we can have two people per day
- Friday, August 6: Mark
- Saturday, August 7:
- Sunday, August 8: Greg
- Monday, August 9: Mallory, Greg
What does covering a day mean?
Coverage means:
- monitoring the support queue (four hour response time during regular working hours is perfectly acceptable - so checking around 10 am, 2 pm and 6 pm will do the trick)
- 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 Team mailman list - you will get an email everytime a ticket is posted or commented on
Note:
See TracWiki
for help on using the wiki.