Skyscrapers Support Process

Priorities

We handle service requests via 3 main categories: Production down, urgent, and non-urgent. Below is the expected response time for each category, what channel to use for it and when to use it:

	Production down	Urgent	Normal priority
Scope	Only for requests type “Problem/Troubleshooting” about issues affecting a lot of end-users.	For requests that are blocking work or are affecting end-users	For all normal requests that can be handled in a regular flow
Maximum response time	< 30 minutes 24/7	1 business hour	Next Business day (unless otherwise agreed)
Channel to use	Escalation number	Log Github issue and @help us through Slack	Log Github issue and we will get back to you

Request types

Classifying requests allows to better collect the information beforehand, leading to a higher quality response.

Type	What?
Add/Remove User	A user needs to have access or a user's access needs to be revoked.
Change Request	Something needs a change (add, modify, remove) on the existing customer environment. This can be a configuration change or technology.
Guidance & usage support	Practical questions, guidance and explanations on architecture, technologies, reference solution, tools, etc
On-call	Messages received during on-call
Problem/Troubleshooting	Something is broken or not behaving as expected. Troubleshooting and investigation is needed.
Other	Anything else

Communication channels

We maintain multiple channels to interact with us. Each has its strengths, depending on the type of request and priority.

Channels
GitHub Issues	Require involvement from other parts of the team like Expert or Platform For planning and pushing work to us. Need further follow-up. For all requests with a "Urgent" or "Normal" priority
Slack	Short line (day-to-day) of communication to Skyscrapers. @help as start of the support process for all Urgent requests and questions about the cooperation and processes (like requests needing special attention). General communication with the lead and other colleagues about Non-Urgent requests.
Dedicated 24/7 phone number	For very urgent requests related to major production events requiring immediate attention, regardless of the time of day.
Remote status meetings	Determine the status of the project and to see in which way we can help you achieve your goals.

Escalation process when production is down or hampered

1. If production is hampered and/or down, please use the automated number which is available in the main README file. Clearly state your name and describe the problem.
2. Our 24/7 on-call engineer is automatically alerted.
3. The engineer will acknowledge the problem and take the first steps towards a solution.
4. Closing:
5. The on-call engineer will notify you when everything is resolved
6. In case of major downtime caused by the hosting platform, we will produce a post-mortem document (within ~3 days)