Hypothesis: Regional Split is causing ticket overflow into handover hours
Hypothesis
Regional Split is causing ticket overflow into handover hours which leads to breaches
Evidence Gathered
Pulled from: https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/3746#note_679511651 ; credit goes to Ilia
Notes:
- FRT only
- SM and SaaS only (not including L&R or SaaS Accounts)
- Report link
May 2020 to May 2021 (prior to split)
June 2021 on (just prior to split and after)
- The top breached hours are 05:00/06:00/16:00 PST UTC-7 (The scheduled SLA hours for the AMER region - where AMER preferred region tickets count SLA is between 05:00 - 17:00 PST UTC-7)
- 05:00 PST = 08:00 EST = 14:00 AMS
- 16:00 PST = 19:00 EST = 09:00 Brisbane
- The top breached hour is 08:00 (The scheduled SLA hours for the EMEA region - where EMEA preferred region tickets count SLA is between 08:00 - 18:00 AMS UTC+2)
- 08:00 AMS = 16:00 Brisbane
- The top breached hours are 13:00/17:00/19:00 (The scheduled SLA hours for the APAC region - where APAC preferred region tickets count SLA is between 09:00 - 21:00 Brisbane UTC+10)
- 17:00 Brisbane = 09:00 AMS
- 19:00 Brisbane = 11:00 AMS
Public comments by region
- Preceding 12 months - From May 2020 until May 2021
- From June 2021 Until today
Conclusions Drawn
Also from Ilia:
- It seems that most of our in-region breaches (for the past 3 months) are happening when other regions are still active and online.
- The only outlier is 13:00 APAC.
- It seems plausible that the decline in collaboration between regions is likely to contribute to the low performance we see in the "handover" hours - especially during EMEA->AMER and APAC->EMEA "handover" hours.
Edited by Cynthia "Arty" Ng