Support Managers also have an on-call rotation. The support manager on-call is responsible for the below:
#support_escalationsto understand the scope of the request.
#support_escalations, if the determined action to take needs input and help from engineers, initiate a new thread in
#support_licensing-subscription. Loop in relevant engineers (support and/or dev) or groups there and let the person who raised the escalation in
#support_escalationsknow that all technical ticket-related discussion will happen in the new thread. This helps avoid engineers being looped into multiple threads and channels, and helps keep the technical discussion in one place.
#support_escalations; Support Team Skills by Subject can be used to find an appropriate engineer to work the ticket.
#support_dot-comto post their escalation request instead in
#support_escalations. Do this by responding to their request with only the :escalate: emoji, which will send an automated and anonymous reply describing the correct process.
#support_escalationsdiscussion and the issue created in the support escalation issue tracker.
If you will be unable to handle on-call for a few hours on a weekday due to being engaged in a customer call or otherwise, arrange for another manager to handle on-call responsibilities temporarily by:
1. asking a specific manager to cover, and then if necessary, 1. posting a request in `#spt_managers` for any manager to volunteer to cover if the specific request goes unanswered.
To swap your on-call duty with someone, follow the steps listed under Swapping on-call duty.
We currently consider :green_check_mark: in slack on the original slack request as a signal that the escalation has been resolved.
At times, you may receive an escalation where the customer is reporting a situation that qualifies for emergency support under our definitions of support impact. In such cases you may elect to trigger an emergency directly, rather than asking the customer to open a new ticket.
You can trigger a PagerDuty notification by using the
Support::Managers::Trigger manual emergency macro in Zendesk.
Alternatively, you can manually trigger a PagerDuty notification through PagerDuty itself.
Login to gitlab.pagerduty.com and select + New Incident from the upper right corner. Then fill out the form as follows:
No other fields need to be filled out, therefore you may then click Create Incident