(idea to be discussed)
It might be useful to have an 'support request' project to formalize requests via IRC. If we can move 'Coren, can you check XX because it isn't working'-type requests to phabricator easily, and also provide some sort of SLA for a response, we can prevent people from having to repeat such support requests over and over again on IRC. This prevents frustration for the user, reduces the amount of noise in the channel /and/ provides a written log of things that break.
As for the SLA, this should be at least 'these tasks will be triaged before any requests made on IRC', but preferrably something like 'these will be triaged within 24h during the week and within 48h during the weekend'.