Author: Michelle McCausland

Updated: Loughlin Moore

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 are updated every Monday morning and can be reviewed on the Support Priorities page or via the Information Radiator.

Check support emails from the previous day - create support tickets as needed and notify the team of critical priorities (See What is Escalated Priority? )

Note: Use Jira for Internal Support

Check support emails throughout the time you are on the rota and make sure tickets are created and assigned accordingly - check if similar ticket exists already.

• Ensure atlas can be reached in morning and evening rotae
• 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.

• Watchdog Resolutions
• Prometheus Resolutions