|
|
* On-Call Duty
|
|
|
1. The escalation engineer must be available by phone 24 hours a day so that Support is able to escalate urgent questions at any time. (Note: Because of our geographic dispersion, some engineer is often awake and available on mattermost when questions arise; Support will generally attempt to contact those people first. However, when it is necessary to call someone, it will be the escalation engineer who gets the call.) - eh
|
|
|
* Triaging incoming issues
|
|
|
1. Review new Gitlab issues on at least a daily basis. -eh
|
|
|
1. Resolve them when possible (works as expected, obvious pilot error, duplicate report, unsupported platform, question that needs to be redirected to bind-users, etc). -eh
|
|
|
1. Ask for additional information if needed. -eh
|
|
|
1. Determine severity and branches affected, and tag the issue accordingly. -eh
|
|
|
1. Assign urgent bugs to the current milestone, feature requests to backburner. -eh
|
|
|
* Running team meetings
|
|
|
1. Update the pad at https://pad.isc.org/p/bind9-team with new issues -eh
|
|
|
2. ...? |
|
|
\ No newline at end of file |
|
|
See https://gitlab.isc.org/isc-private/bind9/-/wikis/Escalation-Engineer-Duties |
|
|
\ No newline at end of file |