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Commit a268289b authored by Donique Smit's avatar Donique Smit Committed by Erika Miklos
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Add support response to on-call workflows

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1 merge request!11092Add support response to on-call workflows
......@@ -115,6 +115,12 @@ Whether related to an ongoing incident or not, Infrastructure or Security may as
The CMOC can be paged during the [incident declaration process](/handbook/engineering/infrastructure/incident-management/#reporting-an-incident). If the CMOC needs to be paged after an incident was created or for any other reason, see the [How to engage the EOC, IM or CMOC?](/handbook/engineering/infrastructure/incident-management/#how-to-engage-the-eoc-im-or-cmoc) section of the main incident management handbook.
### About Coordinating a Support Response
When there is an incident that results in unexpected customer impact, and requires a non-standard workflow or communication from Support, you should create a [Support Response](https://gitlab.com/gitlab-com/support/support-team-meta/-/blob/master/.gitlab/issue_templates/Support%20Response.md) issue to help coordinate Support action and response.
Keep this issue updated as communication guidelines or workflows change so that it remains the single source of truth for Support-related information.
### CMOC Performance Indicators
Success as a CMOC is determined by the following performance indicators:
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......@@ -200,6 +200,10 @@ In rare cases, the on-call engineer may experience concurrent emergencies trigge
1. **Support Manager**: In Slack, ping the regional support group (*e.g.* `@support-team-americas`) and request assistance from anyone who is available to assist with the new incoming emergency case.
1. **Second Support Engineer**: Acknowledge and resolve the emergency page to indicate that you are assisting the customer with the case.
#### Customer emergencies are triggered by a GitLab incident
If a GitLab incident is the cause for customer emergencies, check in with the CMOC and the Support Manager On-Call about whether a [Support Response](/handbook/support/workflows/cmoc_workflows.md#about-coordinating-a-support-response) is relevant. A [Support Response issue](https://gitlab.com/gitlab-com/support/support-team-meta/-/blob/master/.gitlab/issue_templates/Support%20Response.md) will be created when the incident requires a non-standard workflow or communication from Support; use this issue as a guide when you work on the emergencies. You can also collaborate on the workflow and share any information you find that would help Support Engineers to handle related tickets.
#### Backup engineers on weekends in APAC
Concurrent emergencies are anticipated to become more frequent over weekends. There is active discussion with the APAC managers on
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......@@ -35,6 +35,7 @@ The [Support Engineer on-call](/handbook/support/on-call/) is the first responde
- During an emergency: find additional staff for subject-matter expertise; replace the on-call engineer if needed; lead any Zoom call(s) as needed; hand off the emergency to the next on-call manager.
- Find additional staff when there are [multiple emergencies](/handbook/support/on-call/#handling-multiple-simultaneous-emergencies).
- Convert [customer emergencies into Account Escalations](/handbook/support/workflows/emergency-to-escalation-process) as needed.
- The CMOC should coordinate a [Support Response](/handbook/support/workflows/cmoc_workflows.md#about-coordinating-a-support-response) when an incident requires a non-standard workflow or communication from Support. Support the CMOC by ensuring there is clarity and communication with relevant decision-makers in Support or other teams. You can also create the [Support Response issue](https://gitlab.com/gitlab-com/support/support-team-meta/-/blob/master/.gitlab/issue_templates/Support%20Response.md) if this has not yet been done.
### Situations that Might or Might not Be Emergencies
......@@ -141,8 +142,6 @@ The following action should be taken promptly:
When GitLab experiences a [security incident](/handbook/security/security-operations/sirt/security-incident-communication-plan#extended-team-roles-responsibilities-and-points-of-contact), the Support Manager on-call is responsible for triaging and responding to customer communications stemming from the security incident. This may include involving the [CMOC](/handbook/support/workflows/cmoc_workflows).
## Provide assistance with Upgrade Assistance Requests
[Upgrade assistance requests](https://about.gitlab.com/support/scheduling-upgrade-assistance/) are currently triaged by engineers as part of the [Working on Tickets](/handbook/support/workflows/working-on-tickets) but in some cases the triaging agent(s) may need assistance from Support management.
### Example situations and potential solutions
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