Tech Support

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Revision as of 12:51, 8 October 2026 by Valerio Bozzolan (talk | contribs)
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This page have details about support@wikimedia.ch - that is, the technical support mailbox of Wikimedia CH.

New: after you have filed a ticket, you can also book a #Quick Meeting.

Support Availability

Since mid-2026, support is generally available every afternoon, of every business day, between 16:00-18:00 CEST, excluding Italian holidays.

More precisely, the general support availability is:

Monday 16:00-18:00 CEST
Tuesday 16:00-18:00 CEST
Wednesday 14:00-18:00 CEST
Thursday 14:00-18:00 CEST
Friday 14:00-18:00 CEST

This means, each working day, tech support can produce an average of maximum ~3 working human-hours, at maximum.

In these working hours we are available to work on these activities:

Support Team

Since mid-2026, the Tech Support Team is composed by:

Please do not reach these users in private to get support. Write to support instead.

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 express extra urgency anytime, by replying to your own ticket and saying so, possibly adding extra details. Please, do not share urgency more than once each working day. Thanks!

The Best Ticket

  • If you discover new details to be shared, feel free to reply to your own ticket, anytime.
  • If you discover a new different problem (or feature), please open a new completely different ticket.
  • If you are sharing a screenshot, thanks for including the whole page, and the page URL.
  • If you are sharing a problem, share how exactly you arrived to that error, what is happening 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 and with the column marked as "Tech Support".

For example, for Microsoft products, we will deliver all tickets to Moresi, who is the Microsoft service provider for WMCH.

Support Transparency

If your problem affects a community project, your ticket may be escalated to a Wikimedia Phabricator task, hoping to attract more attention and faster solutions.

phabricator:tag/wmch-infrastructure/

Support is Delicate

Having a single support inbox for such a wide range of issues (on more than ~23 websites and more than 10 servers), managed by just one part-time person, is truly challenging. Thanks for your understanding.

After every weekend, we frequently even end up with all the urgencies from Thursday evening and Friday emergencies, plus possible incidents discovered on Monday that causes more Monday tickets, plus activities scheduled on Monday therefore rescheduled Tuesday, plus 20-50 spam week-end spam emails, plus 5-10 internal error emails from ZNUNY mailserver timeouts, plus planned meetings, plus external attacks, plus external denial of service caused by indiscriminate AI aggressive crawlers.[1]

That is why your help is crucial in sharing as much details as possible in your ticket, until the management of the support ticket system stabilises as WMCH evolves.

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

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