Pagerduty

Operations documentation page for Pagerduty

This is an information page for the Pagerduty components Customer Support Operations utilizes.

If you are looking for information about using or managing them, please see workflows.

Schedules

We currently utilize the following schedules:

Customer Support Operations
- Timezone: UTC
- Layers:
  - AMER
    - Rotation type: weekly
    - Handoff time: Monday 04:00 PM
    - Restrict on-call shifts to specific times:
      - from 04:00 PM to 12:00 AM
  - APAC 1
    - Rotation type: weekly
    - Handoff time: Monday 12:00 AM
    - Restrict on-call shifts to specific times:
      - from 12:00 AM to 4:00 AM
  - APAC 2
    - Rotation type: weekly
    - Handoff time: Monday 04:00 AM
    - Restrict on-call shifts to specific times:
      - from 04:00 AM to 08:00 AM
  - EMEA
    - Rotation type: weekly
    - Handoff time: Monday 08:00 AM
    - Restrict on-call shifts to specific times:
      - from 08:00 AM to 04:00 PM

Escalation Policies

We currently utilize the following escalation policies:

Customer Support Operations
- Immediately after an incident is triggered
- Notify the following users or schedules
  - Customer Support Operations
  - escalates after 10 minutes
- Notify the following users or schedules
  - Jason Colyer
  - escalates after 10 minutes
- Notify the following users or schedules
  - Lyle Kozloff
  - escalates after 10 minutes
- If no one acknowledges, repeat this policy 5 times

Services

We currently utilize the following services:

Customer Support Operations
- Integrations
  - None
- Workflows
  - None
- Settings
  - Assign and Notify
    - Assign to escalation policy: Customer Support Operations
    - How should responders be notified: High-urgency notifications, escalate as needed
    - When incidents are not actioned, automatically:
      - All options unchecked
  - Reduce Noise
    - Currently not grouping alerts on this service.
  - Coordinate Responders and Stakeholders
    - Conference Bridge Dial-In Number: none
    - Conference Bridge Meeting URL: none
  - Event Management
    - Not used
  - Remediate
    - Documentation link: No documentation link listed for this service
    - Custom Incident Actions: No custom incident actions on this service
- Service Dependencies
  - None

Last modified April 3, 2025: Migrating support readiness handbook to security (9196a840)

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