Clarify incident reporting & escalation documentation

[acrollet]

Description

• As a Platform Engineer, I wish to understand how to report service incidents, so that outages for Veterans and VA staff may be resolved as quickly as possible.
• As a Platform Engineer, I wish to understand how to escalate service incidents, so that critical outages for Veterans and VA staff may be resolved as quickly as possible.

Background/context

Currently documentation for incident reporting exists in three separate places:

• Platform Support
• va.gov-team github
• VFS confluence docs

Some of this documentation is contradictory and/or duplicative. It is unclear to me how best to do the following:

• Report a new incident
• Provide an incident severity level and/or see and escalate the severity level chosen by the Incident Commander

Acceptance Criteria

• [ ] All documentation on incident reporting & escalation can be found under VA Platform Support
• [ ] Documentation clearly explains how and where to report incidents
• [ ] Documentation clearly explains how to escalate critical incidents
• [ ] Updated documentation has been socialized with all Platform teams

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Reminders

• [ ] Please attach your team label and any other appropriate label(s) (operations, devops, and needs-grooming will automatically be applied as part of the template)
• [ ] Please connect to an epic (this will typically be done by the Platform Operations PM or TL)

[jhouse-solvd]

@acrollet - received and will discuss with the team. thank you so much for creating this.

[jhouse-solvd]

@mchelen-gov & @f1337 - While the Platform Operations team is happy to help, we think that this should be addressed by leadership or a team that is in charge of writing policy for incident response.

[jefflbrauer]

Per slack discussion with @f1337 reassigning to him. Also - @acrollet and @ElijahLynn Mike said that the confluence version is the most recent version of the Ops documentation and to use that as master.

[jhouse-solvd]

Thanks @jefflbrauer!

(p.s. removing the "operations" label for now, so that it's not in the Ops team's to-do column)