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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.

Adding and removing people from the roster

In principle, it is straightforward to add or remove people from the on-call schedules, through the same "schedule editing" links provided above for setting overrides. However, do not change the timezone setting (located in the upper left corner of the image below) unless you absolutely most certainly intend to. As indicated in the image below, when editing a schedule (adding, removing, changing time blocks, etc.), make sure you keep the timezone setting in the upper left corner constant. If you change the timezone setting, PagerDuty will not move the time 'blocks' for on-call duty, but instead it will assume that you meant to keep the selected time blocks (e.g. "11am to 7pm") in the new timezone. As a result, your new schedule may become disjointed from the old ones (old = the schedule as set before the "change on this date" selection), and gaps may appear in the schedule.