Difference between revisions of "Escalation"
From Dreamwidth Notes
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=Downtime= | =Downtime= | ||
| − | In case of site downtime, this wiki page | + | In case of site downtime, this wiki page may not going to be available. If not available for reference, use your best judgment. If it is, try and follow the escalation procedures. |
| − | + | Before escallation, try to do some basic troubleshooting: | |
| − | + | * Is it down for you? | |
| − | * Is it down for you? | + | *Can you load other internet pages? |
| + | *What errors are you getting? | ||
| + | **How often? | ||
| + | **Do they disappear upon refresh? | ||
* Does [http://downforeveryoneorjustme.com/dreamwidth.org DownForEveryoneOrJustMe.com] think it's down? | * Does [http://downforeveryoneorjustme.com/dreamwidth.org DownForEveryoneOrJustMe.com] think it's down? | ||
| − | * Can other people in [[IRC]] load it? What does Fig say? | + | * Can other people in [[IRC]] load it? |
| − | * How long has it been going on? | + | **What does Fig say? (The command "fig, is dw down?" will tell the bot to check stuff on the back end.) |
| − | * If others are able to reach the site | + | * How long has it been going on? |
| − | + | **Is it persistant or intermittant? | |
| + | |||
| + | If others are able to reach the site: | ||
| + | *File a support request, including any error messages you may be getting. (See [[Escalation#Filing_support_requests|Filing support requests]] for instructions.) | ||
| + | |||
| + | If it is down for everybody: | ||
| + | *Locate a senior volunteer or staff (their IRC cloaks will contain "Delegate" or "Staff"). | ||
| + | **MissKat is the most likely to be on duty and paying attention at any given moment. | ||
* Senior volunteers or non-Mark/Fu staff will confirm the error, and file/assist with filing support tickets and/or bug reports if warranted. | * Senior volunteers or non-Mark/Fu staff will confirm the error, and file/assist with filing support tickets and/or bug reports if warranted. | ||
| − | * After confirming that it is a hair-on-fire situation, [http://dw-lounge.dreamwidth.org/ Mark will be paged]. | + | * After confirming that it is a hair-on-fire situation, [http://dw-lounge.dreamwidth.org/ Mark will be paged]. |
=Filing support requests= | =Filing support requests= | ||
Revision as of 07:54, 2 July 2013
- Support
- Senior volunteers/Non-sysadmin staff (MissKat is most often on duty)
- Sysadmin staff (Mark or Robby)
Downtime
In case of site downtime, this wiki page may not going to be available. If not available for reference, use your best judgment. If it is, try and follow the escalation procedures.
Before escallation, try to do some basic troubleshooting:
- Is it down for you?
- Can you load other internet pages?
- What errors are you getting?
- How often?
- Do they disappear upon refresh?
- Does DownForEveryoneOrJustMe.com think it's down?
- Can other people in IRC load it?
- What does Fig say? (The command "fig, is dw down?" will tell the bot to check stuff on the back end.)
- How long has it been going on?
- Is it persistant or intermittant?
If others are able to reach the site:
- File a support request, including any error messages you may be getting. (See Filing support requests for instructions.)
If it is down for everybody:
- Locate a senior volunteer or staff (their IRC cloaks will contain "Delegate" or "Staff").
- MissKat is the most likely to be on duty and paying attention at any given moment.
- Senior volunteers or non-Mark/Fu staff will confirm the error, and file/assist with filing support tickets and/or bug reports if warranted.
- After confirming that it is a hair-on-fire situation, Mark will be paged.
Filing support requests
Even if you report an error you are having in IRC, please also file a support request if you can. Support requests help staff remain accountable (so issues do not get forgotten) and keep track of how many people are experiencing a particular problem.
- If you can reach Dreamwidth at all, file a support request from the web form.
- Guide on filing support requests
- There is a listing of some of the current known issues in the FAQs.
- If you cannot reach Dreamwidth, email support (at) dreamwidth (dot) org with a full description of what you are trying to do, what you expect will happen, what is happening instead, and the full text of any error messages you are getting.
