Apply Composer changes: comprehensive API updates, migrations, middleware, and infrastructure improvements
- Add comprehensive database migrations (001-024) for schema evolution - Enhance API schema with expanded type definitions and resolvers - Add new middleware: audit logging, rate limiting, MFA enforcement, security, tenant auth - Implement new services: AI optimization, billing, blockchain, compliance, marketplace - Add adapter layer for cloud integrations (Cloudflare, Kubernetes, Proxmox, storage) - Update Crossplane provider with enhanced VM management capabilities - Add comprehensive test suite for API endpoints and services - Update frontend components with improved GraphQL subscriptions and real-time updates - Enhance security configurations and headers (CSP, CORS, etc.) - Update documentation and configuration files - Add new CI/CD workflows and validation scripts - Implement design system improvements and UI enhancements
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docs/runbooks/ESCALATION_PROCEDURES.md
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docs/runbooks/ESCALATION_PROCEDURES.md
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# Escalation Procedures
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## Overview
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This document defines escalation procedures for incidents, support requests, and operational issues in the Sankofa Phoenix platform.
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## Escalation Levels
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### Level 1: On-Call Engineer
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- **Response Time**: Immediate (P0/P1) or < 1 hour (P2/P3)
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- **Responsibilities**:
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- Initial incident triage
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- Basic troubleshooting
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- Service restart/recovery
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- Status updates
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### Level 2: Team Lead / Senior Engineer
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- **Response Time**: < 15 minutes (P0/P1) or < 2 hours (P2/P3)
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- **Responsibilities**:
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- Complex troubleshooting
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- Architecture decisions
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- Code review for hotfixes
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- Customer communication
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### Level 3: Engineering Manager
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- **Response Time**: < 30 minutes (P0) or < 4 hours (P1)
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- **Responsibilities**:
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- Resource allocation
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- Cross-team coordination
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- Business impact assessment
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- Executive communication
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### Level 4: CTO / VP Engineering
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- **Response Time**: < 1 hour (P0 only)
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- **Responsibilities**:
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- Strategic decisions
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- Customer escalation
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- Public communication
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- Resource approval
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## Escalation Triggers
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### Automatic Escalation
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- P0 incident not resolved in 30 minutes
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- P1 incident not resolved in 2 hours
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- Multiple services affected simultaneously
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- Data loss or security breach detected
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### Manual Escalation
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- On-call engineer requests assistance
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- Customer escalates to management
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- Issue requires expertise not available at current level
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- Business impact exceeds threshold
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## Escalation Matrix
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| Severity | Level 1 | Level 2 | Level 3 | Level 4 |
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|----------|---------|---------|---------|---------|
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| P0 | Immediate | 15 min | 30 min | 1 hour |
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| P1 | 15 min | 30 min | 2 hours | 4 hours |
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| P2 | 1 hour | 2 hours | 24 hours | N/A |
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| P3 | 4 hours | 24 hours | 1 week | N/A |
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## Escalation Process
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### Step 1: Initial Assessment
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1. On-call engineer receives alert/notification
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2. Assess severity and impact
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3. Begin investigation
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4. Document findings
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### Step 2: Escalation Decision
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**Escalate if**:
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- Issue not resolved within SLA
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- Additional expertise needed
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- Customer impact is severe
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- Business impact is high
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- Security concern
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**Do NOT escalate if**:
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- Issue is being actively worked on
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- Resolution is in progress
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- Impact is minimal
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- Standard procedure can resolve
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### Step 3: Escalation Execution
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1. **Notify next level**:
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- Create escalation ticket
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- Update incident channel
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- Call/Slack next level contact
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- Provide context and current status
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2. **Handoff information**:
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- Incident summary
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- Current status
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- Actions taken
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- Relevant logs/metrics
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- Customer impact
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3. **Update tracking**:
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- Update incident system
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- Update status page
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- Document escalation reason
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### Step 4: Escalation Resolution
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1. Escalated engineer takes ownership
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2. On-call engineer provides support
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3. Regular status updates
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4. Resolution and post-mortem
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## Communication Channels
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### Internal Communication
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- **Slack/Teams**: `#incident-YYYY-MM-DD-<name>`
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- **PagerDuty/Opsgenie**: Automatic escalation
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- **Email**: For non-urgent escalations
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- **Phone**: For P0 incidents
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### External Communication
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- **Status Page**: Public updates
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- **Customer Notifications**: For affected customers
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- **Support Tickets**: Update existing tickets
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## Contact Information
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### On-Call Rotation
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- **Primary**: [Contact Info]
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- **Secondary**: [Contact Info]
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- **Schedule**: [Link to schedule]
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### Escalation Contacts
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- **Team Lead**: [Contact Info]
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- **Engineering Manager**: [Contact Info]
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- **CTO**: [Contact Info]
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- **VP Engineering**: [Contact Info]
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### Support Contacts
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- **Support Team Lead**: [Contact Info]
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- **Customer Success**: [Contact Info]
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## Escalation Scenarios
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### Scenario 1: P0 Service Outage
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1. **Detection**: Monitoring alert
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2. **Level 1**: On-call engineer investigates (5 min)
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3. **Escalation**: If not resolved in 15 min → Level 2
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4. **Level 2**: Team lead coordinates (15 min)
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5. **Escalation**: If not resolved in 30 min → Level 3
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6. **Level 3**: Engineering manager allocates resources
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7. **Resolution**: Service restored
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8. **Post-Mortem**: Within 24 hours
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### Scenario 2: Security Breach
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1. **Detection**: Security alert or anomaly
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2. **Immediate**: Escalate to Level 3 (bypass Level 1/2)
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3. **Level 3**: Engineering manager + Security team
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4. **Escalation**: If data breach → Level 4
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5. **Level 4**: CTO + Legal + PR
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6. **Resolution**: Contain, investigate, remediate
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7. **Post-Mortem**: Within 48 hours
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### Scenario 3: Data Loss
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1. **Detection**: Backup failure or data corruption
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2. **Immediate**: Escalate to Level 2
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3. **Level 2**: Team lead + Database team
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4. **Escalation**: If cannot recover → Level 3
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5. **Level 3**: Engineering manager + Customer Success
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6. **Resolution**: Restore from backup or data recovery
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7. **Post-Mortem**: Within 24 hours
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### Scenario 4: Performance Degradation
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1. **Detection**: Performance metrics exceed thresholds
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2. **Level 1**: On-call engineer investigates (1 hour)
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3. **Escalation**: If not resolved → Level 2
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4. **Level 2**: Team lead + Performance team
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5. **Resolution**: Optimize or scale resources
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6. **Post-Mortem**: If P1/P0, within 48 hours
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## Customer Escalation
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### Customer Escalation Process
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1. **Support receives** customer escalation
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2. **Assess severity**:
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- Technical issue → Engineering
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- Billing issue → Finance
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- Account issue → Customer Success
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3. **Notify appropriate team**
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4. **Provide customer updates** every 2 hours (P0/P1)
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5. **Resolve and follow up**
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### Customer Escalation Contacts
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- **Support Escalation**: support-escalation@sankofa.nexus
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- **Technical Escalation**: tech-escalation@sankofa.nexus
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- **Executive Escalation**: executive-escalation@sankofa.nexus
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## Escalation Metrics
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### Tracking
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- **Escalation Rate**: % of incidents escalated
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- **Escalation Time**: Time to escalate
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- **Resolution Time**: Time to resolve after escalation
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- **Customer Satisfaction**: Post-incident surveys
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### Goals
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- **P0 Escalation**: < 5% of P0 incidents
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- **P1 Escalation**: < 10% of P1 incidents
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- **Escalation Time**: < SLA threshold
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- **Resolution Time**: < 2x normal resolution time
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## Best Practices
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### Do's
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- ✅ Escalate early if unsure
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- ✅ Provide complete context
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- ✅ Document all actions
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- ✅ Communicate frequently
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- ✅ Learn from escalations
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### Don'ts
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- ❌ Escalate without trying
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- ❌ Escalate without context
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- ❌ Skip levels unnecessarily
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- ❌ Ignore customer escalations
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- ❌ Forget to update status
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## Review and Improvement
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### Monthly Review
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- Review escalation patterns
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- Identify common causes
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- Update procedures
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- Train team on improvements
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### Quarterly Review
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- Analyze escalation metrics
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- Update contact information
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- Review and update SLAs
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- Improve documentation
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