Data Engineering/Responding to Requests and Issues

The person on ops week duty is responsible for checking the slack channel and being the first line of response for all messages posted that require the team’s attention, whether they are marked as blocking issues or general inquiries
While we will instruct our colleagues to create a phabricator ticket and report issues via slack the same protocol applies for problems reported via IRC and email
All team members should assess the #data-engineering Slack channel at the beginning and end of their day
In case an issue is reported please acknowledge that you have read the problem, ask any clarifying questions, and engage the right persons on the team to help triage the problem
If it is assessed that there isn’t an underlying issue and is instead a user error, please provide the corresponding explanation
Please consider if there are any workarounds and share with the reporting party
If it is assessed that the issue is a critical incident that affects multiple users please follow the incident protocol
If the issue is non urgent or seems to require a significant amount of work, please bring it to the attention of the PM who will coordinate the work with the reporting team and prioritize

The request review and prioritization process is outlined in Miro.