Services

What are Pagerduty services

As per Pagerduty:

A technical service reflects a discrete piece of functionality that is wholly owned by one team. One or more technical services combine to deliver customer-facing or business capabilities.

Services interact with /chatops oncall commands to display who is currently on-call in Slack.

Current services used by support

Customer Support

• Service link
• Escalation policy: Customer Emergency Rotation
• Integrations
  • Zendesk
  • API
  • Customer Emergency Escalation Channel
• Extensions and Add-Ons
  • Slack V2
• Integrated Slack Channels
  • #spt_on-call
  • #support_self-managed

Incident Management - CMOC

• Service link
• Escalation policy: Incident Management - CMOC Rotation
• Integrations
  • Slack to PagerDuty
  • Pingdom to CMOC
  • woodhouse
• Extensions and Add-Ons
  • Slack V2
• Integrated Slack Channels
  • #support_self-managed

Incident Management - GDCMOC

• Service link
• Escalation policy: Incident Management - GDCMOC Rotation
• Integrations
  • N/A
• Extensions and Add-Ons
  • Slack V2
• Integrated Slack Channels
  • #spt_on-call
  • #spt_pod_dedicated

Incident Management - GitLab Dedicated for US Gov CMOC

• Service link
• Escalation policy: Incident Management - GitLab Dedicated for US Gov CMOC
• Integrations
  • N/A
• Extensions and Add-Ons
  • Slack V2
• Integrated Slack Channels
  • #spt_on-call
  • #spt_pod_dedicated
  • #spt_us-government

Support Managers

• Service link
• Escalation policy: Support Managers
• Integrations
  • Slack
• Extensions and Add-Ons
  • Slack V2
• Integrated Slack Channels
  • #support_ticket-attention-requests

AMER Response Crew

• Service link
• Escalation policy: Support Managers
• Integrations
  • Email
• Extensions and Add-Ons
  • Slack V2

Customer Support - US Federal

• Service link
• Escalation policy: US Federal Customer Emergency Rotation
• Integrations
  • Email
• Extensions and Add-Ons
  • Slack V2
• Integrated Slack Channels
  • #spt_us-government
  • #spt_on-call

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

Notes

As part of PagerDuty’s Slack V2 integration, all services now include Trigger an incident in PagerDuty from the Slack command line by typing “/pd trigger” by default.

Services listed here that show Slack under their listed integrations are also using the legacy slash command integration.