1.5 KiB
1.5 KiB
Notes from Emergency Options meeting:
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Gainsight will continue to integrate CE data sources and alert into NOC - Network Operations Center. This will always be the first line of defense for Walmart.
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For additional coverage, urgent@northpass.com will ping and wake up all necessary parties for all hands on deck.
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Slack is also always available for the team.
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Formal procedure: Email the NOC (email address tbd) and await their reply.
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Informal procedure: Slack/Email Gil and Norm.
In the event of a P0 - Global issue, RC unavailable for multiple people in Spark app, degradation of services:
- Email urgent@northpass.com and send a Slack message to the #walmart-northpass channel.
- Please include any relevant screenshots and/or videos of the issue and incident.
- Ping the following people from Gainsight:
- Gil Michlin, SVP of Engineering
- Norm Rasmussen, Enterprise CSM
- Mateusz Kuchniak, TechOps
- The three above people will be available via Slack and help coordinate additional engineering resources and personnel to communicate with Walmart engineering.
- From Walmart engineering, Sanjeev will be main point of contact for the Spark Application.
In the event of P1 and below - Regional issue, only affects some users, is not a degradation of services to drivers:
- Screenshot, record, and capture as much of the issues as possible.
- Send email and/or Slack message in #walmart-northpass channel and tag Norm
- Norm will assess and bring in appropriate engineering or professional services resources to help fix the issue.