65 lines
2.7 KiB
Plaintext
65 lines
2.7 KiB
Plaintext
---
|
|
title: 'On-Call'
|
|
icon: 'phone'
|
|
---
|
|
|
|
## Prerequisites:
|
|
- [Setup Incident IO](../playbooks/setup-incident-io)
|
|
|
|
## Why On-Call?
|
|
|
|
We need to ensure there is **exactly one person** at the same time who is the main point of contact for the users and the **first responder** for the issues. It's also a great way to learn about the product and the users and have some fun.
|
|
|
|
<Tip>
|
|
You can listen to [Queen - Under Pressure](https://www.youtube.com/watch?v=a01QQZyl-_I) while on-call, it's fun and motivating.
|
|
</Tip>
|
|
|
|
<Tip>
|
|
If you ever feel burn out in middle of your rotation, please reach out to the team and we will help you with the rotation or take over the responsibility.
|
|
</Tip>
|
|
|
|
## On-Call Schedule
|
|
|
|
The on-call rotation is managed through Incident.io, with each engineer taking a one-week shift. You can:
|
|
- View the current schedule and upcoming rotations on [Incident.io On-Call Schedule](https://app.incident.io/activepieces/on-call/schedules)
|
|
- Add the schedule to your Google Calendar using [this link](https://calendar.google.com/calendar/r?cid=webcal://app.incident.io/api/schedule_feeds/cc024d13704b618cbec9e2c4b2415666dfc8b1efdc190659ebc5886dfe2a1e4b)
|
|
|
|
<Warning>
|
|
Make sure to update the on-call schedule in Incident.io if you cannot be available during your assigned rotation. This ensures alerts are routed to the correct person and maintains our incident response coverage.
|
|
|
|
To modify the schedule:
|
|
1. Go to [Incident.io On-Call Schedule](https://app.incident.io/activepieces/on-call/schedules)
|
|
2. Find your rotation slot
|
|
3. Click "Override schedule" to mark your unavailability
|
|
4. Coordinate with the team to find coverage for your slot
|
|
</Warning>
|
|
|
|
|
|
## What it means to be on-call
|
|
|
|
The primary objective of being on-call is to triage issues and assist users. It is not about fixing the issues or coding missing features. Delegation is key whenever possible.
|
|
|
|
You are responsible for the following:
|
|
|
|
* Respond to Slack messages as soon as possible, referring to the [customer support guidelines](/handbook/customer-support/overview).
|
|
|
|
* Check [community.activepieces.com](https://community.activepieces.com) for any new issues or to learn about existing issues.
|
|
|
|
* Monitor your Incident.io notifications and respond promptly when paged.
|
|
|
|
<Tip>
|
|
**Friendly Tip #1**: always escalate to the team if you are unsure what to do.
|
|
</Tip>
|
|
|
|
## How do you get paged?
|
|
|
|
Monitor and respond to incidents that come through these channels:
|
|
|
|
#### Slack Fire Emoji (🔥)
|
|
When a customer reports an issue in Slack and someone reacts with 🔥, you'll be automatically paged and a dedicated incident channel will be created.
|
|
|
|
#### Automated Alerts
|
|
Watch for notifications from:
|
|
- Digital Ocean about CPU, Memory, or Disk outages
|
|
- Checkly about e2e test failures or website downtime
|