Special Event On-Call is a service provided by the Data Team tp provide an expedited rapid response capability when needed for short duration special events, such as an executive planning session. Because the On-Call service requires significant effort and coordination to support, it is used rarely. The Data Team may not always be able to fullfill On-Call requests due to existing commitments and staff availability.
Once the On-Call request is confirmed, the Data Team will setup a dedicated Event Slack channel for the event. Event attendees submit requests and receive repsonses using this channel and can expect an acknowledgement of the request within 30 minutes. Resolution time depends on the complexity of the request. The Data Team will respond to new requests with (a) an estimated time to complete the request and (b) a link to an issue for tracking. Requestors will be notified if the Data Team requires an extended amount of time to resolve a request.
At the end of the event the Data Team will:
The Data Team On-Call support process uses a Tiering method to streamline communication and clarify responsibilities.
Tier 1 and Tier 2 members should remaion in regular contact through the On-Call event. Tier 1 team members who need to take a break are responsible for identifying a qualified team member to take over Tier 1 responsibilities.