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department-of-veterans-affairs / abd-vro

To get Veterans benefits in minutes, VRO software uses health evidence data to help fast track disability claims.
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On call Documentation #3123

Open meganhicks opened 1 week ago

meganhicks commented 1 week ago

What

Create standard documentation on the team's wiki for what it means to be "on call." Refer to the current on-call tickets to see what the team has agreed to and refine it as necessary.

Why We need better documentation, especially with all the new folks on the team

Acceptance Criteria

The documentation should detail responsibilities for the following:

  1. Monitor the benefits-vro-alerts channel Detail how often to monitor (e.g., every hour) Specify working hours Link to the incident response wiki page for instructions on triaging and communicating incidents appropriately
  2. Monitor Secrel Detail how we monitor Secrel How often we monitor it (e.g., twice a day) Specify working hours Provide instructions on how to handle issues appropriately
  3. Monitor Dependabot Detail how we monitor Dependabot Detail how often to monitor (e.g., daily) Specify working hours Provide instructions on how to handle issues appropriately
  4. Respond to partner teams in the VRO support channel Outline expected response times Specify working hours for support Encourage discussion in public slack channels Define what is out of scope of on-demand support (for example, what should be prioritized by the VRO product manager)
  5. Deployments link to deployment policy and call out the "on calls" responsibilities
  6. Ensure that "on call" includes a note about the primary being the 1st point of contact for issues but not necessarily the one who fixes everything. They should enlist the help of the team as needed and be the person responsible for tracking the completion of "on call" tasks.

Notes This should be demo's to the VRO Team and shared in a partner team meeting