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Draft: Support Handbook on-call page updates

Mike Dunningerrequested to merge
mdunninger-on-call-schedule into main

Why is this change being made?

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The current Handbook page is outdated. It says that the Readiness Team makes the PagerDuty changes, which they no longer do. It links to the Support PagerDuty Worksheet, which no longer exists. And there are other inaccuracies as well. In this MR we seek to:

  1. Change the process description to state that the entire process is in Support's hands now, not Readiness
  2. Remove all references to the obsolete worksheet
  3. Describe how we are managing the on-call rotation in AMER
    1. Include a note about whether we do anything special for Q4 to accommodate end-of-year plans
  4. Ask each of the other regions to contribute correct descriptions of their on-call rotation scheduling practices

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
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Commits

  • Initial changes to bring the on-call support page up to date
Edited by Mike Dunninger

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