Notifying the Enterprise Admin team can be done in a variety of ways, and is done differently depending on the severity level of the issue. Incident level notifications are meant to get the attention of the firefighter immediately. All other alerts are assumed to be less urgent, but still should be addressed promptly.

Incidents

When an Enterprise Admin application, or a section of it, is unusable an incident should be created and the Enterprise Admin firefighter alerted. These are the types of issue that need a fix immediately and cannot wait. Incidents disregard the notion of work hours and alert any time of the day.

Starting an incident

Anywhere in Slack, type /pd-enterprise-admin YOUR MESSAGE. This will create an incident and notify the active firefighter via PagerDuty.

Acknowledging an incident

Provided they’re able, the on-duty firefighter must acknowledge the PagerDuty incident alert. At that point it’s up to the firefighter begin triaging the issue and working with the incident team on a path forward.

If the incident is not acknowledged within 15 minutes, PagerDuty will escalate the incident. An escalation policy is set within PagerDuty to determine who will be notified and at what points in the initial incident alert, should the firefighter fail to respond.

Resolving the incident

Once the issue is deemed completed by the entire incident team, it must be marked Resolved in PagerDuty.

Firefighter Handles

Handles are used to ping the firefighter on-call directly, as if it were their own handle being mentioned. Mentioning the handles will be the quickest way to inform the Enterprise Admin team of a non-incident issues.

• Github: @Banno/enterprise-admin-firefighter
• Slack: @enterprise-admin-firefighter

Slack Rooms

For less important issues or general comments and questions, pop into one of these Slack rooms and post away. Feel free to ping the firefighter if you don’t get an answer in the time you need.

People, Reports: #prod-people-reports

Support, Settings, History, Monitor: #prod-platform-ux

How to Set Firefighter Handles

Github

• navigate to the enterprise-admin-firefighter Github group’s member page
• select “Request to join” button

The group maintainer will have to approve your request before you are a part of the group. If need be, politely remind them to approve your request.

Slack

• select “More items” button (vertical ellipsis icon; upper right hand corner)
• select “User Groups”
• in the search input enter Team Enterprise Admin Firefighter
• select “Team Enterprise Admin Firefighter”
• select the “Group actions” button (downwards carrot; upper right hand corner of information drawer)
• select “Edit members”
• type your name in the “Send invites to:” input
• select “Save”