Add Fulfillment to Tier 2 escalations

James Lopezrequested to merge
duo-edit-20251128-125640 into main

Summary

This MR adds the Fulfillment team to the Tier 2 escalations documentation.

Details

Based on the Fulfillment Sub-department handbook, the Fulfillment team has a Tier 2 SME on-call rotation for incident response.

Changes

tier2-escalations.md - Added Fulfillment section with:

  • Expertise areas: CustomersDot, subscription management, billing, usage billing, provisioning, license generation, Zuora integration, and customer portal
  • Escalation guidance for CustomersDot outages, subscription/license failures, and billing issues
  • Coverage: 24x5 (Monday-Friday, business hours)

on-call/tier-2.md - Added Fulfillment to Active Tier 2 Rotations with rotation leader, schedule, escalation history, and Slack channel information.

Edited by James Lopez

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