# "Support Hero" / On-Call Rotation

### Questions
> Q. What do they support? (ie. channels to monitor)
- **Open Source Channels**:
- GitHub Issues on **maintained** open source projects (ref. https://npm.github.io/statusboard/issues)
- Slack Channels in **maintained** user groups (ref. #)
- **Support Tickets**:
- GitHub Issues escalated in our team's internal repository(ref. https://github.com/github/npm-cli/issues)
- **Security Channels**:
- GitHub Issues escalated in our team's internal repository (ref. https://github.com/github/npm-cli/issues)
> Q. How do they support?
- Follow the bug triage process (ref. https://github.com/npm/cli/wiki/Bug-Triaging)
- Ensure the Issue has been given suffecient details/attention for further action
> Q. What are the responsibilities of this person?
- Triaging issues & PRs
- Coordinating w/ Security & Support
- First-responder to escalated comms
> Q. When do team members take a turn in this role?
- Rotating weekly schedule
> Q. How long is someone a Support Hero?
- 1 week

### Questions

> Q. Why do we have a "Support Hero"?
- Less assumptions
- Explicitely defined responsibilities & ownership
> Q. What do succesful outcomes look like?
- Expediated time-to-first-response
- More focused time by engineers off-call
- Clearer communication with teams we collaborate with
- More measurable outcomes/success
- Higher degree in sense of ownership
> Q. What is the breakdown of time for the "Support Hero"?
- Current (required): 100% dedicated to triaging
- Future (ideal): 50-60% triaging & 40-50% engineering
> Q. Can we measure success via the community?
- [Utilize CHOSS Monitoring Tools (aka. cauldron.io)](https://cauldron.io/project/3576?from_date=2020-08-16&to_date=2021-08-16&tab=performance-overview)
> Q. Why not continue doing mob triage calls?
- Cost

### "Support Hero" Playbooks

> Q. What do I do when I become the support hero for the week?
- Turn on Slack notifications for **suppored channels**
> Q. Where can I find a list of new issues & prs for GitHub projects?
- Navigate to the [**statusboard**](https://npm.github.io/statusboard/)
> Q. What happens if I need help?
- Feel free to always rely on our team & peers to pair & tackle problems whenever you feel like it

#### Supported Slack Organizations

- openjs-foundation.slack.com
- #npm
- #nodejs
- #nodejs-tooling
- #nodejs-release
- node-js.slack.com
- #npm
- node-tooling.com
- #npm
- #node-tooling

#### Support Escalation Process

- [ ] Action: @darcyclarke to incorporate existing documentation about escalation process from internal ZenDesk
- **Support Team**
- Lisa
- Eva
- Judith
- **Engineering Support**
- Rotation of two registry engineers on-call each week for support & do the initial triage & potential escalation

1. If support team is unable to triage the issue, they escalate to the on-call engineering resources
2. If the engineering determines...

### Todos

- [x] **Action:** @darcyclarke to finalize this, share w/ @fritzy to review & then share w/ group
- [ ] **Action:** Create a fun Slack command/app to highlight a random issue that has been triaged