wiki:support-coverage

Version 7 (modified by Greg Lyle, 10 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