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support:support_and_watchdog_rota [2019/06/13 10:18] – [Support Rota] lmooresupport:support_and_watchdog_rota [2021/09/27 12:21] (current) – 10.5.5.90
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 +====== Support & Watchdog Rota ======
  
 +Author: Michelle McCausland \\
 +Updated: Loughlin Moore
 +===== Introduction =====
 +The support and watchdog rotas were created to ensure coverage of these tasks over the week. The Operations team are responsible for the support and watchdog rotas.
 +
 +These rotas can be reviewed on the [[https://docs.google.com/spreadsheets/d/1yDb9VKR10PVmQDeurIvk5WpvMBw-PRRtsz5fPHGhjhI/edit#gid=1929553311|Support Priorities]] page or via the [[https://docs.google.com/presentation/d/1-GtE3_RE1BXxuVUK8HyYqbNpXfZmd0SWCtx_ASQHa2U/edit#slide=id.g17ce2a002c_1_0|Information Radiator]].
 +
 +===== Support Rota =====
 +
 +Check support emails from the previous day and check all Triage Queues in ScottyPro for the duration of your rota.
 +
 +See [[supportrequestpage:support_request|]]
 +
 +**Note:** Use Jira for Internal Support Tickets ( Workflow Application Support )
 +
 +===== Watchdog Rota =====
 +
 +  * Ensure the Watchdog Node Monitor can be reached in the morning and evening 
 +  * Responsible for investigating watchdogs during your time on the rota
 +  * If a watchdog comes in and hasn't cleared in 30 minutes, red alert! It needs investigation
 +  * If a watchdog is alarming and clearing a lot, we need to reevaluate the watchdog settings
 +  * If a cluster of watchdogs comes in and clears, a single email is sufficient to say they were acknowledged
 +  * Run the watchdog report in the morning for ALL CUSTOMERS.
 +  * The watchdog alarm summary is found in the reporting manager for each customer and returns a list of watchdogs that have not yet cleared and may need attention
 +  * People on in the morning: Review Daily Applications Exceptions Report emails for anything scary
 +  * Review all groovlet failures to ensure all is functioning as expected
 +
 +
 +Note: The requirements of the support and watchdog rota may change from time to time so be sure to check the rota sheet regularly.
 +
 +
 +  * [[resolution_area:watchdog_resolutions | Watchdog Resolutions]]
 +  * [[resolution_area:prometheus_resolutions | Prometheus Resolutions]]

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