Customer Events Calendar
Problem Statement
What is the problem?
Critical customer events, known upgrades and SaaS Maintainenance windows aren't always circulated or known prior to engineers in Customer Emergencies or CMOC going on-call.
Why is this a problem?
A lack of visibility into customer events (or where to find info about those events) makes it harder to be on-call
Proposal
Create and maintain a calendar of events, shared with the whole support team (and GitLab)
DRI
@lyle will act as the DRI for this issue.
Required Resources
The main required resources are:
- awareness that it exists
- habit of adding events
The creation of the calendar is free (and already done)... but making it useful is a group effort.
Potential Roadblocks/Things to consider
- It's yet-another-thing to remember
- If it's not accurate, it won't be useful. If it's not useful, it won't be checked.
Desired Outcome
What does success look like?
A calendar of known customer events that will help on-call folks be better prepared for their shifts.
How do we measure success?
Positive feedback from SEs
Where would future feedback go?
This issue is good! I've created the calendar and will send out notifications to folks in Slack and in the SWIR.
If it's useful, great! If it's not, we'll delete the calendar on June 30th or take what we learn and iterate.