On-call

There is no dedicated on-call rotation, compensation program, or formal after-hours response requirement today. Support is handled by service owners, Support/Ops, and the engineering team as needed.

Expectations

• During working hours, urgent production issues should be declared and managed through the Incident Management process.
• Critical incidents may use the incident.io app for after-hours escalation. Slack should not be treated as reliable after-hours paging.
• If you are acting as a responder, acknowledge quickly, say what you are checking, and keep evidence in the incident channel.
• Escalate early to service owners, Akansh, or John when impact extends beyond your area.
• If you are unavailable after hours, do not silently hold ownership. Hand off or say you are unavailable so the Incident Lead can find another responder.

Current priority areas

• Billing
• Data Integrations

These are the areas to protect first when tradeoffs are required during an incident.