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How to be a Support Manager On-call


Expectations for Support Manager On-call

Support Managers also have an on-call rotation. The support manager on-call is responsible for the below:

Customer emergency pages and other incidents

Escalations, requests and questions in #support_escalations (business days only)

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.

Resolving issues as the support manager on-call

We currently consider :green_check_mark: in slack on the original slack request as a signal that the escalation has been resolved.

Manually triggering a PagerDuty notification

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

Manually triggering an emergency

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