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WIP: Adds Federal on-call, splits customer emergencies for AMER

Lyle Kozloff requested to merge lyle-update-on-call-amer into master

Why is this change being made?

Closes: gitlab-com/support/support-team-meta#2314 (closed)

Closes: gitlab-com/support/support-team-meta#2342 (closed)

This MR:

  • Splits the customer emergencies rotation for AMER into East/West
  • Changes the hours of support for AMER to align more regionally, and overlap with APAC and EMEA
  • Adds AM/PM Federal Rotations
  • Ensures that engineers won't be double-booked for duties
  • Allows for a planned cool-down period between duties.

For an overview of what this would look like, please see the AMER Regional Split spreadsheet.

Author Checklist

  • Provided a concise title for the MR
  • Added a description to this MR explaining the reasons for the proposed change, per say-why-not-just-what
  • Assign this change to the correct DRI
    • If the DRI for the page/s being updated isn’t immediately clear, then assign it to your manager.
    • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies.
    • If the changes relate to any part of the project other than updates to content and/or data files please make sure to ping @gl-static-site-editor in a comment for a review and merge. For example changes to .gitlab-ci.yml, JavaScript/CSS/Ruby code or the layout files.

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Edited by Danielle Morrill

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