---
# System prepended metadata

title: '"Support Hero" / On-Call Rotation'

---

# "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 