Oncall

The Customer Support Systems team maintains an on-call rotation for those members focused on Support Systems. This rotation ensures that the support team is always able to deliver support.

Paging Customer Support Systems

To page the Customer Support Systems team, you will need to manually trigger it via Pagerduty. To do this:

1. Login to gitlab.pagerduty.com
2. Click the New Incident button at the top-right of the page
   • Alternatively, navigate to the Create New Incident page
3. Put a relevant Title for the incident
   • Try to be concise but descriptive
4. For Incident Type, select Base Incident
5. For Impacted Service, select Customer Support Operations
6. For Description, put a detailed description of the reason for the page. If there is a relevant issue link, please include it.
7. For Urgency, select High
8. For Priority, select P1
9. For Assignee, select Customer Support Operations
10. Nothing is needed in the Advanced Options section, so you can skip it
11. Click the Create Incident button at the bottom of the page

Paging a specific person

If you need to page a specific person within the Customer Support Systems team, you will need to manually trigger it via Pagerduty. To do this:

1. Login to gitlab.pagerduty.com
2. Click the New Incident button at the top-right of the page
   • Alternatively, navigate to the Create New Incident page
3. Put a relevant Title for the incident
   • Try to be concise but descriptive
4. For Incident Type, select Base Incident
5. For Impacted Service, select Customer Support Operations
6. For Description, put a detailed description of the reason for the page. If there is a relevant issue link, please include it.
7. For Urgency, select High
8. For Priority, select P1
9. For Assignee, click the input box and click the Users tab
10. Re-click the input box and type the name of the specific person you are trying to page (and click the found result)
11. Nothing is needed in the Advanced Options section, so you can skip it
12. Click the Create Incident button at the bottom of the page

Being oncall

Customer Support Systems team members serve in a rotation. The Customer Support Systems oncall is generally responsible for:

• Addressing operational emergencies that affect GitLab’s ability to deliver support.
• Working with Support Managers to develop and communicate interim plans to provide continuity in service delivery while root cause analysis is in progress.
• Identifying and addressing root causes