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Update support workflow for Dedicated emergency

Merged Daphne Kua requested to merge dkua1-main-patch-13ae into main
All threads resolved!

Why is this change being made?

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This change adds explicit guidance about setting investigation update timeframes with customers.

This change addresses post-incident feedback from a Dedicated customer's ASE (eligible_pink_eel) regarding incident communication (ZD 596056). In the ticket, the customer specifically also asked:

Thank you for the follow ups. Can I check what is the next checkpoint on this issue?

We already have clear timeframe guidelines for CMOCs and we should to extend this practice to Dedicated incidents. This is important because:

  1. Customers may not be aware of ongoing investigation progress
  2. They need to update their internal stakeholders
  3. Clear update timeframes help set expectations and allow our Support Engineers and Dedicated SREs to focus on investigation

I think proper impact assessment needs to be baked into the SRE incident management process to establish CMOC-like timeframe guidelines, so I left the update frequency assessment to the Support Engineer handling the incident ticket.

Author and Reviewer Checklist

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  • Provided a concise title for this Merge Request (MR)
  • Added a description to this MR explaining the reasons for the proposed change, per say why, not just what
    • Copy/paste the Slack conversation to document it for later, or upload screenshots. Verify that no confidential data is added, and the content is SAFE
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Commits

  • Update file dedicated.md

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