Document clearer escalation path for support->infrastructure
Slack discussion: https://gitlab.slack.com/archives/C101F3796/p1583441757382900
There are times when SE Escalation issues are:
- out of the depth of the support team
- outside of the comfort level of the support team
I'd like to have a specific way of alerting for tasks that need to be completed and possibly have an SLO to make sure things are moved along.
As @dawsmith noted in Slack, we should also:
work on something for the future to eliminate having to type in those commands
Having a set of anointed code snippets be a result for each type of escalation (or at least an issue to make one) as a result of this process would be
What I'd like to see as a result of this discussion would be:
- a handbook MR that describes the process and SLOs
- an issue template that Support Engineers can use that has appropriate labels