diff --git a/site/docs/master/support-process.md b/site/docs/master/support-process.md
index b88a5bd71..0b4d825b2 100644
--- a/site/docs/master/support-process.md
+++ b/site/docs/master/support-process.md
@@ -2,7 +2,7 @@
 
 ## Weekly Rotation
 
-The Velero maintainers use a weekly rotation to manage community support. Each week, a different maintainer is the point person for responding to incoming support issues via Slack, GitHub, and the Google group. The point person is *not* expected to be on-call 24x7. Instead, they choose one or more hour(s) per day to be available/responding to incoming issues and communicate that to the community.
+The Velero maintainers use a weekly rotation to manage community support. Each week, a different maintainer is the point person for responding to incoming support issues via Slack, GitHub, and the Google group. The point person is *not* expected to be on-call 24x7. Instead, they choose one or more hour(s) per day to be available/responding to incoming issues. They will communicate to the community what that time slot will be each week.
 
 ## Start of Week
 
@@ -12,7 +12,7 @@ Update the public Slack channel's topic to indicate that you are the point perso
 
 ### Where to monitor
 - `#velero` public Slack channel in Kubernetes org
-- [all Velero-related repos][0] in GitHub (`velero`, `velero-plugin-for-[aws|gcp|microsoft-azure|csi]`)
+- [all Velero-related repos][0] in GitHub (`velero`, `velero-plugin-for-[aws|gcp|microsoft-azure|csi]`, `helm-charts`)
 - [Project Velero Google Group][1]
 
 ### GitHub issue flow
@@ -28,13 +28,14 @@ Generally speaking, new GitHub issues will fall into one of several categories.
 1. **User question/problem** that does not clearly fall into one of the previous categories
     - When you start investigating/responding, label the issue with `Investigating`
     - Add comments as you go, so both the user and future support people have as much context as possible
+    - Use the `Needs Info` label to indicate an issue is waiting for information from the user. Remove/re-add the label as needed.
     - If you resolve the issue with the user, close it out
     - If the issue ends up being a feature request or a bug, update the title and follow the appropriate process for it
     - If the reporter becomes unresponsive after multiple pings, close out the issue due to inactivity and comment that the user can always reach out again as needed
     
 ## End of Week
 
-Ensure all GitHub issues that you worked on are labeled with "Investigating" and have updated comments so the next person can pick them up.
+Ensure all GitHub issues that you worked on are labeled with `Investigating` and `Needs Info` (if appropriate), and have updated comments so the next person can pick them up.
 
 [0]: https://app.zenhub.com/workspaces/velero-5c59c15e39d47b774b5864e3/board?repos=99143276,112385197,213946861,190224441,214524700,214524630
 [1]: https://groups.google.com/forum/#!forum/projectvelero