Tech Support: Difference between revisions
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This page have details about '''[mailto:support@wikimedia.ch support@wikimedia.ch]''' - that is, the technical support mailbox of Wikimedia CH. |
This page have details about '''[mailto:support@wikimedia.ch support@wikimedia.ch]''' - that is, the technical support mailbox of Wikimedia CH. |
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== FAQs == |
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== FAQ: SUPPORT AVAILABILITY == |
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=== Support Availability === |
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Since mid-2026, |
Since mid-2026, support is generally available every afternoon of every business day, between <u>4PM-6PM</u>, excluding Italian holidays. |
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=== Support Team === |
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Support is provided by [[m:User:ValerioBoz-WMCH| |
Support is provided by [[m:User:ValerioBoz-WMCH|Valerio Bozzolan (for WMCH)]], activated by [[m:User:Ilario|Ilario Valdelli (WMCH)]] under the Innovation programme. |
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Please do not reach these users in private to get support. |
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== FAQ: FASTER SUPPORT == |
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=== Faster Support === |
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A ticket with more updated recent extra details attract faster support. |
A ticket with more updated recent extra details attract faster support. |
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That is, while waiting for our availability, we kindly recommend to proactively review your own ticket and consider what extra information an external technician might need from you in order to better understand your topic, how to reproduce your situation, etc. - and you are encouraged to share these extra details anytime by replying this ticket, go get faster support. |
That is, while waiting for our availability, we kindly recommend to proactively review your own ticket and consider what extra information an external technician might need from you in order to better understand your topic, how to reproduce your situation, etc. - and you are encouraged to share these extra details anytime by replying this ticket, go get faster support. |
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You can also just express more urgency anytime, by replying this ticket (if possible, no more than once each working day - thanks). |
You can also just express more urgency anytime, by replying this ticket (if possible, no more than once each working day - thanks). |
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== |
=== The Best Ticket === |
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* If you discover new details to be shared, feel free to reply to this ticket, anytime. |
* If you discover new details to be shared, feel free to reply to this ticket, anytime. |
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* If you discover a new different problem (or feature), please open a completely different new ticket by writing to support@wikimedia.ch |
* If you discover a new different problem (or feature), please open a completely different new ticket by writing to support@wikimedia.ch |
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* If you're suggesting a feature, rather than suggesting a technical change feel free to share your exact final goal (the "Five whys" approach documented in Wikipedia is usually a simple but excellent tool) |
* If you're suggesting a feature, rather than suggesting a technical change feel free to share your exact final goal (the "Five whys" approach documented in Wikipedia is usually a simple but excellent tool) |
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== |
== Support Perimeter == |
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In general, we can give support only to resources listed in our [[Infrastructure/Inventories]]. |
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For example, for Microsoft products, we will deliver all tickets to Moresi, who is the Microsoft service provider for WMCH. |
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=== Quick Meeting === |
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To speed-up your ticket, feel free to pick a slot to have an online meeting: |
To speed-up your ticket, feel free to pick a slot to have an online meeting: |
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Revision as of 11:36, 8 October 2026
This page have details about support@wikimedia.ch - that is, the technical support mailbox of Wikimedia CH.
FAQs
Support Availability
Since mid-2026, support is generally available every afternoon of every business day, between 4PM-6PM, excluding Italian holidays.
Support Team
Support is provided by Valerio Bozzolan (for WMCH), activated by Ilario Valdelli (WMCH) under the Innovation programme.
Please do not reach these users in private to get support.
Faster Support
A ticket with more updated recent extra details attract faster support. That is, while waiting for our availability, we kindly recommend to proactively review your own ticket and consider what extra information an external technician might need from you in order to better understand your topic, how to reproduce your situation, etc. - and you are encouraged to share these extra details anytime by replying this ticket, go get faster support. You can also just express more urgency anytime, by replying this ticket (if possible, no more than once each working day - thanks).
The Best Ticket
- If you discover new details to be shared, feel free to reply to this ticket, anytime.
- If you discover a new different problem (or feature), please open a completely different new ticket by writing to support@wikimedia.ch
- If you are sharing a screenshot, includes the whole page, and the page URL. You can also share how exactly you arrived to that page, what is happening right now and what should happen instead.
- If you're suggesting a feature, rather than suggesting a technical change feel free to share your exact final goal (the "Five whys" approach documented in Wikipedia is usually a simple but excellent tool)
Support Perimeter
In general, we can give support only to resources listed in our Infrastructure/Inventories.
For example, for Microsoft products, we will deliver all tickets to Moresi, who is the Microsoft service provider for WMCH.
Quick Meeting
To speed-up your ticket, feel free to pick a slot to have an online meeting:
https://nextcloud.wikimedia.ch/apps/calendar/appointment/k4XXkpcGNApP
Thanks again! Your Wikimedia CH Support Team