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All Hands on Deck process (staff)

All Hands on Deck process (staff)

AHOD Process

Published · updated

This process is designed to guide all of the staff and leadership members to take the right actions when we reached a critical situation with our RT. Please follow the steps below when required:

  1. If the oldest ticket reaches 45 minutes old, who is in charge of updating the hourly RT report should call "All Hands on Deck" in the Leadership or General Slack channel

  2. During this situation, both Geos will be supporting chat

  3. All of the Leadership members: SME, QAs, Content specialist, will be focused on finding the root cause of the spike and do mass replies if required. Leadership will be focused on tickets until we have our oldest tickets back in the range we want (under SLA)

  4. Our hourly RT report will be sent with this formatting: AHOD HSS Oldest ticket over 45 mins to guide us to where we need the focus.