In hours support - alphagov/notifications-manuals GitHub Wiki

Our working days are Monday to Friday, 9:30am to 5:30pm, excluding bank holidays.

• It's OK if you start or leave a bit earlier or later.
• You're not expected to be there 100% of the time – you should stop for lunch!
• Find someone to step in if you're going to be away for a while.

At the start of the day

• Update the channel description in #govuk-notify.

While you're on support

• Monitor X Gov Slack and respond to technical questions.

  • You can optionally respond to non-technical questions, or @ someone else in the team.
  • Find guidance on how to run the X Gov Slack channel.

• Monitor GDS Slack for any alerts.

  • #govuk-notify-release channel
  • #govuk-notify-incident channel

• Monitor Zendesk for any new or updated technical tickets.

  • We have guidance for how we process Zendesk tickets.

• Monitor emails to notify-support@

  • Messages from Logit with *-critical in the subject.
  • Messages from users (encourage them to use our support form!).
  • Messages from AWS SNS with critical in the subject.
  • Messages from cronitor.io

• Monitor errors and exceptions we get, either through email notifications or on Kibana. On Kibana, enter this query to check for errors and exceptions: access.response_code: [500 TO 599] OR levelname: ERROR

• Help out with any incidents that occur.

  • Senior devs currently get all PagerDuty alerts, but may ask you to step in.

At the end of the day

• Nothing, go home!