Subject: [Confluence] LMOD Projects > LMOD Support Escalation Paths
From: "Adi Komari (Confluence)" <[email-masked]>
To: [email-masked]
Date: Wed, 16 Dec 2020 21:08:39 +0000 (UTC)

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LMOD Support Escalation Paths

Adi Komari edited this page

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Please be sure to include the customer's business location (country) when contacting Nate and Stef.

Ecommistry /

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AXII BAU Escalation

For unknown issues Jira tickets may need to be created, before one is raised do the following:

Check the Media Focus Area - Acquisition- JIRA board

Ask the PO about the issue as it may already be known and not yet added in Jira

If given the go ahead or the PO is not available and there is an obvious bug create a ticket (Steps creating a Jira ticket here)

AXII Urgent Escalation (Xmas - NY Period 2020/21)

For the christmas period 2020 the only events that will trigger the escalation pathway are P1 / Severity 1 events, outlines below. The other priorities will be assigned during the next business day.

User Journey | Scenario | Severity | Services Used
Subscribe | No products showing | 1 | DynamoDB
Can't create account | 1 | Cognito, DynamoDB, Magento (existing customer)
Payment | 1 | Braintree
Create subscription | 1 | Chargify, Braintree, Tune (Tune offer link)
Workout | Can't access Vimeo (no Vimeo ticket) | 1 | Vimeo, Chargify
Sign In | Sign in | 1 | Cognito
Forget password | 1 | Cognito
Account Management | Change subscription plan | 2 | Chargify
Change password | 2 | Cognito
Change email | 2 | Cognito, Vimeo
Change payment method | 2 | Braintree, Chargify
Cancel subscription | 2 | Chargify

Prerequisites:

Each team member on call needs to be added to pagerduty so issues can be acknowledged, resolved or escalated.

Please install the Pagerduty application (available in both ios and androids stores - free)

Setup your accounts and alerting preferences (in pagerduty)

Upon the identification of an issue with AXII through the Support team or automated monitoring, a Jira ticket shall be created by the reporter. If the issue is of a P1 severity, the tickets priority shall be marked as Urgent, which shall trigger the escalation pathway outlined below.

The Escalation Pathway shall trigger messages to be sent to varied Teams channels with different participants. If no response is found, the next tier shall be triggered.

The SLA of issues for Tiers 1, 3, and 4 shall be one hour within standard NZT business hours.

The SLA of issues for Tier 2 shall be one hour within 3pm-12am NZT.

The Acknowledgment time for all alerts is 10 minutes if an alert is not acknowledged within this timeframe the incident will escalate to the next tier.

The below Channels are in the Escalations - Xmas '20 Team in Teams.

Tier | Channel | Members | Task

One

Tier One - Support and QA

Support Team

David Bell

Replication of issue.

Identify replication steps (if possible).

Confirm Severity.

If P1

Call Product owner directly, if no response after 2 tries call Solution Designer

Escalate issue to Tier 2

Message in Teams channel/s

if P2

Text the Product owner

Escalate the issue to Tier 2

Message in Teams channel/s

if P3 or higher

Raise a bug in Jira and assign to Thinh Le or Thrung or Thao Le

Make sure bug is assigned

Two

Tier Two - Agility

Agility on call developers

Identify cause of issue.

Develop mitigation or solution.

Continual communication to key stakeholders - specifically Tier 1 and Tier 3.

If no resolution cannot be achieved

if you cannot fix the issue as you do not have access to systems, escalate the issue

Or resolution takes longer than 1 hour decide if incident needs to be escalated further

Three

Tier Three - Adi and Jay

Adi Komari - 0211042409

Jay Wu - 0223552851

Confirm Severity.

If Issue is P1 Activate Incident Commander workflow

Notify Marketing and other stakeholders of P1 Event

Ebony: 0272794450

Michael: 02102674679

Give hourly recaps and updates.

Confirm elements affected.

Escalate to developers using other methods, e.g. phone.

If no response, escalate to Tier 4

Four

Tier Four - Managers

Piers Tufnell - 0211788156

Lei Zhao - 0211755722

Confirm Severity.

Confirm elements affected.

Escalate to developers using other methods, e.g. phone.

Incident Response

What to do if you are alerted:

Once an alert reaches you please acknowledge the alert

You will then have 1 hour to resolve the alert otherwise the escalation process will be re-triggered

alerting you first and then if no acknowledgement within 10 minutes the issue will escalate again

What to do if you cannot resolve an issue or need help:

Goto the incident you want to reassign within the pagerduty app

Tap “more” (bottom right on ios, top right on android)

Tap Reassign

Tap on the user, escalation level or policy you want to reassign the incident to.

Tap reassign to confirm

When you have resolved an issue (solved/completed)

Within the app tap Resolve

When you need more information or to de-escalate an issue

Goto the incident you want to reassign within the pagerduty app

Tap “more” (bottom right on ios, top right on android)

Tap Reassign

Tap on the user, escalation level or policy you want to reassign the incident to.

Tap reassign to confirm

LMOD issues

Issues scenarios | P2 Escalation steps | P1 escalation steps (Urgent issues)

Outages / urgent problems

First post in the #team-lmod-support channel to validate with other team members. If no response by HO team, and other team members can validate/replicate (or are unavailable) proceed to create a Jira ticket.

If the issue does not stop users from accessing their workouts, do not proceed to P1 escalation (and do not set the Jira ticket priority as Urgent, maximum of High), and instead hold off until a response is received by HO team.

Damien Fahy: +64 27 245 1200
Effy Collis: +64 21 837 321

If Damien or Effy is unavailable please contact Piers via text message first, call as needed - Piers Tuffnell: +64 21 178 8156 (SMS)

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