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We use PagerDuty to set the on-call schedules, and to route notifications to the correct on-call hero. There is one rotation for Production related emergencies (i.e. GitLab.com downtime), and another for Customer Emergencies. These each have their own schedules, on-call heroes, and escalation policies.

Expectations for On-Call

Swapping On-Call Duty

To swap on-call duty with a fellow on-call hero:

Customer Emergency On-Call Rotation

Production Team On-Call Rotation

How to page current production on-call

From Slack you can page by using the slash pd command, like so: /pd message for the on call

This will trigger high urgency notification rules and escalates as needed.