Define Region Hours (REGION<>REGION crossover hours)
As we work to support &313, a key component is to define and align on what periods are “crossover hours”. This issue is not to define how regional handovers work but to define what are the hours that two regions are overlapping.
Some material that exists now:
- “Working hours” in about.gitlab: https://about.gitlab.com/support/#hours-of-operation
- On-Call Schedules (See Pagerduty)
- What about Daylight Savings time?!!
In this issue, Managers should work together to:
- Decide who will be regional DRIs for this decision
- Decide what the hours are where a region starts and a region ends
- Document them here:
-
✨ is "extra capacity" but not "core hours of coverage" -
🔨 is "clean up hour, where regions are not taking on new tickets from the queue, but making sure that end of day activities are done. -
✅ is "hours that engineers in that region are providing FRT replies to tickets"
Note: There is a scrollbar on the next table
Region / UTC | 00 | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
APAC | -- | -- | -- | -- | -- | -- | -- | -- | -- | -- | ||||||||||||||
EMEA | -- | -- | -- | -- | -- | -- | -- | -- | -- | -- | -- | -- | -- | -- | -- | |||||||||
AMER | -- | -- | -- | -- | -- | -- | -- | -- | -- | -- | -- | -- |
- Identify a handbook page where these should exist and add them there
For any looking at this issue, this defines region hours, which will influence how managers approach queue coverage, but some folks will not start their day at region start and same with region end.
Edited by Lee Matos