Support & triage

Intake channels

• Linear issues created directly.
• Linear Asks (Slack).
• Zendesk -> Linear integration.
• Bugs and service requests may be created outside engineering and routed into triage.
• #production-support for active production support coordination.

Triage owners

• Jacob Davis
• John Thomas

Cadence

• Triage occurs daily.

SLAs

• High-priority bugs: 7 days.
• High-priority service requests: 24 hours.
• Urgent issues: 24 hours.

Workflow

1. Confirm severity and priority.
2. Apply the correct Type label and scope estimate.
3. Assign an owner and slot into a cycle or backlog.
4. Communicate status and next steps in the issue.

Incident handoff

Support triage should become an incident when the issue is urgent reactive work: customer impact is happening or likely, multiple people need to coordinate, or Support/Ops needs a source of truth for customer updates.

When that happens:

1. Declare or ask an engineer/service owner to declare an incident in incident.io.
2. Link the Zendesk ticket, Linear issue, and incident.io incident together.
3. Move customer-facing coordination into the incident channel and #production-support.
4. For visible customer impact, assign Support/Ops as Communications Lead and update status.nest.vet when appropriate.
5. Keep post-incident follow-ups in Linear after impact is resolved.