Schedules

What are Pagerduty services

As per Pagerduty:

On-call schedules are used to map out your coverage needs, and determine who will be notified when an incident is triggered.

Creating a schedule

Note This does not add the schedule to an escalation policy. Until that is done, the schedule is classified as “unused”.

1. Login to pagerduty
2. Hover over People and click On-Call Schedules to go to the schedules page
3. Click the blue New Schedule button at the top-right of the page
4. Enter a name for your schedule
5. For the description, enter something sensible that makes it clear what it is for. Ensure you add the issue link that caused the creation.
6. Set the timezone to something appropriate
   • For schedules used only by AMER, the timezone should be Pacific Time (US & Canada)
   • For schedules used only by APAC, the timezone should be Brisbane
   • For schedules used only be EMEA, the timezone should be Amsterdam
   • For schedules used by multiple regions, the timezone should be either UTC (preferred) or Pacific Time (US & Canada)
7. Configure your first layer
   1. Add the users to the layer (the order you add them is very specific, as it will determine the oncall order)
   2. Set the rotation type to Weekly
   3. Set the Handoff time to the first day of the rotation (set the time to the start time for the rotation of that specific day)
   4. If the layer is does not have persons oncall for every day of the week:
      1. Click the checkbox next to Restrict on-call shifts to specific times, which should cause a pop-up to appear
      2. Click the radio item next to Restrict on-call duty to specific times-of-the-week
      3. Set the items here to align with the specifications of the request
         • To add more, click the + icon to the far right of each line
         • To remove one, click the blue X icon to the far right of each line
      4. Click the blue Apply button
   5. Set the Start time for this layer to the date for when the schedule should go live (set the time to the start time for the rotation of that specific day)
8. Click Add Another Layer if multiple layers are required
9. Repeat step 7 for the new layer(s)
10. Review the rendered schedule to ensure it aligns with the specifications for the request
11. Click the blue Save Schedule button
12. Update the schedules listing
13. Update the static_data.yaml file

Modifying a schedule

Note These should never be scheduled for the same day, as they often impact others. Review our workflows on managing pagerduty for more information.

1. Login to pagerduty
2. Hover over People and click On-Call Schedules to go to the schedules page
3. Search for the name of the schedule using the search-bar
4. Click on the blue name of the schedule you wish to edit
5. Click the Edit this Schedule button on the top-right of the page
6. Make the needed changes to the layer(s) of the schedule
7. Review the rendered schedule to ensure it aligns with the specifications for the request
8. Click the blue Save Schedule button at the bottom-left of the page
9. Update the schedules listing
10. Update the static_data.yaml file

Deleting a schedule

Note You cannot delete a schedule while it is still present on an escalation policy. You need to remove it first.

1. Login to pagerduty
2. Hover over People and click On-Call Schedules to go to the schedules page
3. Search for the name of the schedule using the search-bar
4. Click on the blue name of the schedule you wish to delete
5. Click the red Delete this Schedule
6. Update the schedules listing
7. Update the static_data.yaml file

Current schedules used by support

Customer Emergencies - AMER Group 1

This rotation is used for emergencies filed by customers during AMER hours.

• Schedule link
• Timezone: UTC
• Layer 1
  • Rotation type: weekly
  • Handoff time: Monday 1600
  • Hours:
    • Sunday: 1600-2200
    • Monday: 1600-2200
    • Tuesday: 1600-2200
    • Wednesday: 1600-2200
    • Thursday: 1600-2200
    • Friday: 1600-2200
    • Saturday: 1600-2200

Customer Emergencies - AMER Group 2

This rotation is used for emergencies filed by customers during AMER hours.

• Schedule link
• Timezone: UTC
• Layer 1
  • Rotation type: weekly
  • Handoff time: Monday 1700
  • Hours:
    • Sunday: 1700-2300
    • Monday: 1700-2300
    • Tuesday: 1700-2300
    • Wednesday: 1700-2300
    • Thursday: 1700-2300
    • Friday: 1700-2300
    • Saturday: 1700-2300

Customer Emergencies - AMER Group 3

This rotation is used for emergencies filed by customers during AMER hours.

• Schedule link
• Timezone: UTC
• Layer 1
  • Rotation type: weekly
  • Handoff time: Monday 1800
  • Hours:
    • Sunday: 1800-0000
    • Monday: 1800-0000
    • Tuesday: 1800-0000
    • Wednesday: 1800-0000
    • Thursday: 1800-0000
    • Friday: 1800-0000
    • Saturday: 1800-0000

Customer Emergencies - APAC Group 1

This rotation is used for emergencies filed by customers during the first half of APAC hours.

• Schedule link
• Timezone: UTC
• Layer 4
  • Rotation type: weekly
  • Handoff time: Tuesday 0000
  • Hours:
    • Sunday: 0000-0400
    • Monday: 0000-0400
    • Tuesday: 0000-0400
    • Wednesday: 0000-0400
    • Thursday: 0000-0400
    • Friday: 0000-0400
    • Saturday: 0000-0400

Customer Emergencies - APAC Group 2

This rotation is used for emergencies filed by customers during the second half of APAC hours.

• Schedule link
• Timezone: UTC
• Layer 4
  • Rotation type: weekly
  • Handoff time: Tuesday 0400
  • Hours:
    • Sunday: 0400-0800
    • Monday: 0400-0800
    • Tuesday: 0400-0800
    • Wednesday: 0400-0800
    • Thursday: 0400-0800
    • Friday: 0400-0800
    • Saturday: 0400-0800

Customer Emergencies - EMEA

This rotation is used for emergencies filed by customers during EMEA hours.

• Schedule link
• Timezone: UTC
• Layer 2 Hours:
  • Rotation type: daily
  • Handoff time: 0800
  • Hours:
    • Sunday: N/A
    • Monday: 0800-1600
    • Tuesday: 0800-1600
    • Wednesday: 0800-1600
    • Thursday: 0800-1600
    • Friday: 0800-1600
    • Saturday: N/A
• Layer 3
  • Rotation type: weekly
  • Handoff time: Monday 0800
  • Hours:
    • Sunday: 0800-1600
    • Monday: N/A
    • Tuesday: N/A
    • Wednesday: N/A
    • Thursday: N/A
    • Friday: N/A
    • Saturday: 0800-1600

Incident Management - CMOC (AMER)

This rotation is used for Communications Manager on Call duties during AMER hours.

• Schedule link
• Timezone: UTC
• Layer 1
  • Rotation type: weekly
  • Handoff time: Monday 1600
  • Hours:
    • Sunday: 1600-0000
    • Monday: 1600-0000
    • Tuesday: 1600-0000
    • Wednesday: 1600-0000
    • Thursday: 1600-0000
    • Friday: 1600-0000
    • Saturday: 1600-0000

Incident Management - CMOC (APAC Group 1)

This rotation is used for Communications Manager on Call duties during the first half of APAC hours.

• Schedule link
• Timezone: UTC
• Layer 7
  • Rotation type: weekly
  • Handoff time: Tuesday 0000
  • Hours:
    • Sunday: 0000-0400
    • Monday: 0000-0400
    • Tuesday: 0000-0400
    • Wednesday: 0000-0400
    • Thursday: 0000-0400
    • Friday: 0000-0400
    • Saturday: 0000-0400

Incident Management - CMOC (APAC Group 2)

This rotation is used for Communications Manager on Call duties during the second half of APAC hours.

• Schedule link
• Timezone: UTC
• Layer 5
  • Rotation type: weekly
  • Handoff time: Tuesday 0400
  • Hours:
    • Sunday: 0400-0800
    • Monday: 0400-0800
    • Tuesday: 0400-0800
    • Wednesday: 0400-0800
    • Thursday: 0400-0800
    • Friday: 0400-0800
    • Saturday: 0400-0800

Incident Management - CMOC (EMEA)

This rotation is used for Communications Manager on Call duties during AMER hours.

• Schedule link
• Timezone: UTC
• Layer 3
  • Rotation type: weekly
  • Handoff time: Monday 0800
  • Hours:
    • Sunday: 0800-1600
    • Monday: 0800-1600
    • Tuesday: 0800-1600
    • Wednesday: 0800-1600
    • Thursday: 0800-1600
    • Friday: 0800-1600
    • Saturday: 0800-1600

US Federal On-Call

This rotation is used for emergencies filed by US Federal customers.

• Schedule link
• Timezone: Pacific Time (US & Canada)
• Layer 1
  • Rotation type: custom
    • Shift length: 3 days
  • Handoff time: 1100
  • Hours:
    • Sunday: 0500-1100
    • Monday: 0500-1100
    • Tuesday: 0500-1100
    • Wednesday: 0500-1100
    • Thursday: 0500-1100
    • Friday: 0500-1100
    • Saturday: 0500-1100
• Layer 2
  • Rotation type: custom
    • Shift length: 3 days
  • Handoff time: 1100
  • Hours:
    • Sunday: 1100-1700
    • Monday: 1100-1700
    • Tuesday: 1100-1700
    • Wednesday: 1100-1700
    • Thursday: 1100-1700
    • Friday: 1100-1700
    • Saturday: 1100-1700

Support Manager - AMER

This rotation is used for Support Managers during AMER hours.

• Schedule link
• Timezone: UTC
• Layer 1
  • Rotation type: weekly
  • Handoff time: Monday 1600
  • Hours:
    • Sunday: 1600-0000
    • Monday: 1600-0000
    • Tuesday: 1600-0000
    • Wednesday: 1600-0000
    • Thursday: 1600-0000
    • Friday: 1600-0000
    • Saturday: 1600-0000

Support Manager - APAC

This rotation is used for Support Managers during APAC hours.

• Schedule link
• Timezone: UTC
• Layer 3
  • Rotation type: weekly
  • Handoff time: Tuesday 0000
  • Hours:
    • Sunday: 0000-0800
    • Monday: 0000-0800
    • Tuesday: 0000-0800
    • Wednesday: 0000-0800
    • Thursday: 0000-0800
    • Friday: 0000-0800
    • Saturday: 0000-0800

Support Manager - EMEA

This rotation is used for Support Managers during EMEA hours.

• Schedule link
• Timezone: UTC
• Layer 1
  • Rotation type: weekly
  • Handoff time: Monday 0800
  • Hours:
    • Sunday: 0800-1600
    • Monday: 0800-1600
    • Tuesday: 0800-1600
    • Wednesday: 0800-1600
    • Thursday: 0800-1600
    • Friday: 0800-1600
    • Saturday: 0800-1600

SSAT Reviewing Manager

This rotation is used for assigning Support Managers SSAT reviewing duties.

• Schedule link
• Timezone: UTC
• Layer 1
  • Rotation type: weekly
  • Handoff time: Tuesday 0000
  • Hours: Not restricted to specific times

Shadow - Customer Emergenices

• Schedule link
• Timezone: UTC
• Layer 1
  • Rotation type: weekly
  • Handoff time: Monday 0000
  • Hours
    • Sunday: N/A
    • Monday: 0000-0400
    • Tuesday 0000-0400
    • Wednesday: 0000-0400
    • Thursday: 0000-0400
    • Friday: 0000-0400
    • Saturday: N/A
• Layer 2
  • Rotation type: weekly
  • Handoff time: Monday 0000
  • Hours
    • Sunday: N/A
    • Monday: 0400-0800
    • Tuesday 0400-0800
    • Wednesday: 0400-0800
    • Thursday: 0400-0800
    • Friday: 0400-0800
    • Saturday: N/A
• Layer 3
  • Rotation type: weekly
  • Handoff time: Monday 0000
  • Hours
    • Sunday: N/A
    • Monday: 0800-1600
    • Tuesday 0800-1600
    • Wednesday: 0800-1600
    • Thursday: 0800-1600
    • Friday: 0800-1600
    • Saturday: N/A
• Layer 3
  • Rotation type: weekly
  • Handoff time: Monday 0000
  • Hours
    • Sunday: N/A
    • Monday: 1600-0000
    • Tuesday 1600-0000
    • Wednesday: 1600-0000
    • Thursday: 1600-0000
    • Friday: 1600-0000
    • Saturday: N/A

Shadow - Incident Management - CMOC

• Schedule link
• Timezone: UTC
• Layer 1
  • Rotation type: weekly
  • Handoff time: Monday 0000
  • Hours
    • Sunday: N/A
    • Monday: 0000-0400
    • Tuesday 0000-0400
    • Wednesday: 0000-0400
    • Thursday: 0000-0400
    • Friday: 0000-0400
    • Saturday: N/A
• Layer 2
  • Rotation type: weekly
  • Handoff time: Monday 0000
  • Hours
    • Sunday: N/A
    • Monday: 0400-0800
    • Tuesday 0400-0800
    • Wednesday: 0400-0800
    • Thursday: 0400-0800
    • Friday: 0400-0800
    • Saturday: N/A
• Layer 3
  • Rotation type: weekly
  • Handoff time: Monday 0000
  • Hours
    • Sunday: N/A
    • Monday: 0800-1600
    • Tuesday 0800-1600
    • Wednesday: 0800-1600
    • Thursday: 0800-1600
    • Friday: 0800-1600
    • Saturday: N/A
• Layer 3
  • Rotation type: weekly
  • Handoff time: Monday 0000
  • Hours
    • Sunday: N/A
    • Monday: 1600-0000
    • Tuesday 1600-0000
    • Wednesday: 1600-0000
    • Thursday: 1600-0000
    • Friday: 1600-0000
    • Saturday: N/A

Subscribing to a Schedule

You can subscribe to a WebCal feed, suitable for viewing in Google Calendar.

From any of the above links you can subscribe to the whole schedule by clicking Schedule Info and then WebCal feed.

Alternatively you can pull just your schedule from general Schedules page by clicking Export then Just my calendar in the WebCal Feed section.

If you want just one calendar for all of your on-call, you can grab a WebCal feed by clicking on your profile picture, going to My Profile and then On-Call Shift, then clicking the Export button to reveal the link.

Change management

As the Pagerduty changes are unique in deployment, please see Pagerduty change management for more information.

Labels to use

For all issues and MRs involving Pagerduty fields, the label Support-Ops-Category::Pagerduty should be used.

Change criticality

Due to wildly varying nature and impact adding/editing/deleting things in Pagerduty can impose, all issues/MRs related to Pagerduty need to have the their criticality manually determined