This page documents items specific to the AMER Support Team which we have not yet
found a home for in the wider Support Team Handbook.
The intent is to enable AMER Support team members to contribute to results for
AMER-specific initiatives, policies, processes and workflows by prioritizing:
1. Transparency, through being [handbook first](/handbook/about/handbook-usage/#why-handbook-first)
and providing a single source of truth for AMER-specific information.
1. Iteration, through providing a safe space where AMER Support team members can
introduce or update AMER-specific policies, workflows and processes without
creating confusion and uncertainty for the wider Support Team.
Where appropriate, we should always look to move content from this page into
other pages of the wider Support Team Handbook.
## General policies
### AMER Support Timezone-Aligned Ticket Distribution
#### Overview
AMER Support ticket work is organized into three distinct, timezone-aligned windows.
This model ensures new ticket assignments match your preferred working hours,
reduces overhead associated with constant queue monitoring, and improves
assignment predictability.
Engineers are expected to take new ticket assignments only during your
designated shift window. Outside of this time you are welcome to continue
collaborating with ticket work but are not expected to take tickets.
#### Shift Schedule
| Shift | Local Time Window | Team Size | Duration | Note |
| :---- | ----- | :---: | :---: | ----- |
| East | 8:00 AM–12:00 PM ET | \~20 | 4 h | |
| Central | 11:00 AM–2:00 PM CT | \~11 | 3 h | Designed to flex support for East or West shifts as needed |
| West | 12:00 PM–4:00 PM PT | \~11 | 4 h | |
#### How It Works
Ticket assignment during a shift is a collaborative process managed by the rotating shift chair. Usually a manager but engineers are welcome to participate.
1. At the start of the window, the shift chair posts the current ticket queue to the shift’s Slack channel.
2. Engineers pull tickets via self-selection.
3. The shift chair assigns any remaining tickets after engineer self-selection is complete.
{{<note>}}
West Shift Engineers, if your workday ends at 4 p.m. PT, prioritize picking up tickets at the start of the West window (12 p.m. PT).
{{</note>}}
##### Engineer Expectations
During your assigned shift window, you adhere to the following expectations:
***Slack Presence:** Be active and responsive in your shift’s slack channel
***Actively Collaborate** on getting tickets assigned.
***Proactively communicate** if you are stepping out of your workspace.
***Ensure no tickets go below the 1-hour FRT SLA** after your shift ends.
##### Shift Chair Responsibilities
The shift chair runs the distribution window by completing the following tasks:
* Post the ticket queue to the shift channel at the start of each window.
* Run the Shift [Ticket Priority List](https://gitlab.com/gitlab-com/support/toolbox/shift-ticket-priority-list) script.
* Highlight any tickets that are about to breach SLA
##### Shift Assignments
Shifts are assigned based on your preferred working hours. To request a change to your assigned shift, reach out to your manager.
These channels are used for queue posting and active collaboration during the designated shift window:
