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Escalation Matrix for DevOps Support

This document outlines the escalation process for reporting DevOps issues within the OpenXcell organization. It ensures timely resolution by directing concerns to the appropriate team members based on severity.

Support Levels​

Level 1: Initial Support​

Level 2: DevOps Engineers (For issues exceeding Level 1 complexity)​

  1. Name: Rohit Borse || Team: Openxcell || Skype: rohit.borse@openxcell.com
  2. Name: Dhruvesh Sheladiya || Team: Openxcell || Skype: dhruvesh@openxcell.com
  3. Name: Jeevesh Balaji || Team: Openxcell || Skype: jeevesh.balaji@openxcell.com
  4. Name: Ashish Tank || Team: Openxcell || Skype: ashish.tank@openxcell.com
  5. Name: Hitesh Vaghela || Team: Openxcell || Email: hitesh.vaghela@openxcell.com

Level 3: Sr. DevOps Engineers​

  1. Name: Shivlal Sharma || Team: Openxcell || Skype: shivlal.sharma@openxcell.com

Release Guidelines​

  • All project should follow the common release lifecycle: DEV --> STAGING --> PROD
  • STAGING and PROD infra will be on the client side. Must share Client's repos, Domain Provider, Cloud credentials and other details in the support ticket.
  • Only in the exception cases above lifecycle will be changed. For those cases you have to discuss first with DevOps Team.
  • Production release requires 2-3 working days at least if all details are shared correctly. So please discuss the deadline with the DevOps before commiting it.

Escalation Guidelines​

  • Level 1: This is the initial point of contact for all DevOps-related issues. The Level 1 team will assess the severity, attempt resolution, and escalate if necessary.
  • Level 2: If Level 1 is unable to resolve an issue within a reasonable timeframe, or if the issue is deemed more complex, it should be escalated to Level 2 engineers.
  • Level 3: For highly technical problems or those requiring specialized knowledge, escalation to Level 3 is recommended.
  • Management/Senior Leadership involvement should be considered only for critical situations that cannot be resolved at lower levels, after consulting with Level 3.

Additional Considerations​

  • Clearly define the criteria for escalating issues to each level. This could involve factors like issue severity, impact, or time sensitivity.
  • Establish a communication protocol to ensure smooth handoffs between levels. This might include providing detailed issue descriptions, relevant logs, and troubleshooting steps taken.
  • Regularly review and update the escalation matrix to reflect changes in team structure or support processes.

By adhering to this escalation matrix, OpenXcell can ensure efficient and timely resolution of DevOps issues, minimizing downtime and maintaining optimal system performance.