Interrupt Catcher
The Interrupt Catcher is the entry-point for any tenant to get help, ask questions and raise issues. It’s our interface with our Tenants.
The MT-SRE Team member with the Interrupt Catcher responsibility can be reached out via the @mt-sre-ic Slack handle, in the #forum-managed-tenants channel.
Coverage
Each working day has 15 hours of IC “Follow The Sun” coverage:
- APAC: From 4:30 to 9:30 UTC
- EMEA: From 9:30 to 14:30 UTC
- NASA: From 14:30 to 19:30 UTC
Work items generated outside that time-frame will be picked up in the next FTS shift.
PagerDuty Schedule: https://redhat.pagerduty.com/schedules#PM3YCH1
Response Time
| Service Level Indicator (SLI) | SLO Time | MT-SRE “Goal Time” |
|---|---|---|
| MR’s to managed-tenants repositories | 24 FTSH* | 4 FTSH* |
| #forum-managed-tenants Slack messages, misc. support | best effort | 4 FTSH* |
*FTSH: Follow The Sun working Hours
Responsibilities
- Review Merge Requests created by the MT-SRE Tenants on the “Surfaces” repositories (listed in the next section)
- Respond to the alerts in the #sd-mt-sre-alert Slack channel
- Respond to incidents from PagerDuty
- Respond to questions and requests from the MT-SRE tenants in the #forum-managed-tenants Slack channel
- Engage on incidents with Addons that are on-boarding to the MT-SRE
- Handover the outstanding work to the next IC
Surfaces
- Slack channels:
#sd-mt-sre-info#mt-cs-sre-teamchat#mt-cs-sre-teamhandover#forum-managed-tenants
- Mailing lists:
- Git Repositories:
- https://gitlab.cee.redhat.com/service/managed-tenants-bundles (not automated)
- https://gitlab.cee.redhat.com/service/managed-tenants (tenants-related MRs, partially automated)
- https://gitlab.cee.redhat.com/service/managed-tenants-manifests (fully automated)
- https://gitlab.cee.redhat.com/service/managed-tenants-sops (tenants-related MRs, partially automated)
Last modified February 7, 2023: fix comments (ac025bb8)