Oncall¶

Oncall Information for MAJORITY Engineers¶

At MAJORITY, our oncall rotation is a collaborative effort among our engineering team to ensure our services run smoothly 24/7.

Duration: Each oncall shift lasts for 84 hours, effectively covering half a week.
Rotation: Try to have an uneven count of oncall engineers in the rotation, to prevent the same individuals from consistently working weekends.
Compensation: Each started shift is compensated with 2000 SEK.

Monitoring Tool: We use DataDog to monitor our systems. Specific monitors are set up to alert the oncall engineer if an issue arises.
Alerting Tool: Atlassian OpsGenie is our chosen tool for managing oncall duties. It allows customization of alert notifications, including SMS and voice calls.
Acknowledgment Required: It's crucial that alerts are acknowledged. If not, the alert will escalate after 10 minutes, notifying all engineers in the oncall rotation.

Initial Response: The oncall engineer is responsible for the initial assessment and acknowledgment of alerts.
Escalation: If the issue cannot be resolved immediately, the oncall engineer should escalate it to the appropriate person or team, which may include external partners, other engineers, customer service, or other stakeholders. Contact list for external partners can be found here.
- When uncertain: If you are uncertain if an issue is critical or not, you should treat it as critical.
Documentation: Post-incident reports should be written in oncall-log channel on Slack, to document the issue and the response. You don't have to report every oncall incident, but the ones that required you to take action or escalate.

Vacation and Absences: If you're unable to take your scheduled shift due to vacation or other commitments, it's your responsibility to inform the team. Coverage will be arranged via OpsGenie.

Purpose: A monthly meeting is held to reflect on the previous month's incidents, discuss the oncall process, and adjust monitoring strategies as needed.
Attendance: Participation is encouraged for all members of the oncall rotation to continuously improve our response and resolution processes.

If you're interested in joining the oncall rotation, please discuss this with your manager. Being part of the oncall team is not about fixing every problem but understanding the issue, knowing where to look, and escalating it efficiently.

Collaboration and Support: The oncall duty at MAJORITY is a team effort. We rely on each other for coverage and support, ensuring a balanced workload.
Process Improvement: Through regular meetings and open communication, we aim to improve our oncall processes and monitoring systems continuously.