Platform SRE Team: Q3 - Incident and Support Response Playbooks/FAQs

[zachclarity]

Problem Statement

How might we reduce the response time and improve the support documentation and playbooks for incidents ? How might we support automation in response to incidents and support requests. How should we reference the Incident Response Policy (IRP) in eMASS ? How should we reference how to open a ticket with CSOC and other external teams ?

Hypothesis or Bet

We might Improve and ensure the reliability of the Incident and support requests by having clear and updated documentation and playbooks.

We will know we're done when... ("Definition of Done")

• [ ] Define Support Requests that are incidents that require use of Pager Duty Alerts and document in a Github MD file.
• [ ] Created Document on the Developer's Document Site via Confluence Scrollview of Support Requests FAQs from VFS teams.
• [ ] Create Playbooks for Support Requests from Platform teams in Confluence for Non-Sensitive information.
• [ ] Create Playbooks for Support Requests from Platform teams in the sensitive Repo for sensitive information
• [ ] Created Document/Spreadsheet with list of support request types based on final response with escalation status
• [ ] Created Spreadsheet with Issues Categorized by type, escalation needed and response type
• [ ] Created FAQ Documentation for each of the key support request types Received from January to June 2022

Known Blockers/Dependencies

None

Projected Launch Date

End of Q3 - Phase #2 and Ongoing as the Platform Changes

... measurable

• [ ] Tracking FAQ or Troubleshooting Guides for Support Channel Requests Types Received from January to June 2022

Measurement

[mchelen-gov]

Which of these are internal (Platform) facing and which are external (VFS) facing?

[mchelen-gov]

Because this is an Initiative, it should be associated with an Objective rather than an Operational Excellence bucket per https://vfs.atlassian.net/wiki/spaces/PMCP/pages/2225832129/Quarterly+Planning+Playbook#Step-5

However the Objective 2022 Q3 Platform Other Initiatives is not listed on that document.

[zachclarity]

Clarify where documents will be created. Dev Docs or Internal Confluence or Sensitive Repo

[little-oddball]

In talking with the Platform Crew Leadership the questions in this ticket need to be answered as part of the AC for this Epic which I have added as a dependency.