= 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 [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: 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?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-team Support Team] mailman list - you will get an email everytime a ticket is posted or commented on