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On Call Policy
When a potential incident is reported either via a user or through an alarm/alerting mechanism the on-call person will need to assess the situation. If the on-call confirms an incident they will need to determine what kind of incident, Availability or Security, and if the incident needs to be addressed immediately or if it can wait for business hours. When the incident is being worked on-call will need to contact an incident commander. The incident commander will ideally be either the Primary or Secondary On-call person. In some cases additional personnel will be needed due to expertise.
| Name |
|---|
| Bill Brooks |
| Tiffany Forkner |
| Nicole Zonnenberg |
| Ty Bolchoz |
Week 1 - Dates TBD Primary: Bill Brooks Secondary: Tiffany Forkner
Week 2 - Dates TBD Primary: Tiffany Forkner Secondary: Nicole Zonnenberg
Week 3 - Dates TBD Primary: Nicole Zonnenberg Secondary: Ty Bolchoz
Week 4 - Dates TBD Primary: Ty Bolchoz Secondary: Bill Brooks
Duties are to triage a reported incident, make determinations on severity, urgency, who are the best people to work the incident and alert them, could potentially work the issue itself or adopt the incident command role.
Duties are to facilitate communication between the specialist(s) working the incident and stakeholders. Can also aid On-call with contacting parties to aid with resolving the issue.
A specialist is a subject matter expert that may need to be contacted in order to resolve an incident. If there is a specialist in the on-call rotation, contact them first before attempting to contact other specialists.
- Infrastructure/DevOps - Bill Brooks
- Application/Development - Tiffany Forkner, Ty Bolchoz, Nicole Zonnenberg
- Team Working Agreement
- Team composition
- Workflows and processes
- Testing and bug filing
- Accessing eAPD
- Active Documentation:
- Sandbox Environment
- Glossary of acronyms
- APDs 101
- Design iterations archive
- MMIS Budget calculations
- HITECH Budget calculations
- Beyond the APD: From Paper to Pixels
- UX principles
- User research process
- Visual styling
- Content guide
- User research findings
- eAPD pilot findings
- User needs
- Developer info
- Development environment
- Coding Standards
- Development deployment
- Infrastructure Architecture
- Code Architecture
- Tech 101
- Authentication
- APD Auto Saving Process
- Resetting an Environment
- Hardware Software List
- Deploying Staging Production Instances Using Scripts
- Terraform 101 for eAPD
- Provisioning Infrastructure with Terraform
- WebSocket basics
- Operations-and-Support-Index
- Single Branch Deployment Strategy
- Ops and Support Overview
- Service Level AOI
- Incident Response Plan
- On-Call Policy
- Infrastructure Contingency Plan
- Updating CloudFront Security Headers
- Requesting and Installing TLS Certificates