Merge pull request #179 from sweir27/on-call-slo

RFC: Clarify when we promise to be on-call

playbooks/support/README.md

@@ -69,7 +69,8 @@ participating in ongoing sprint and team activities.
 
 While we would _like_ to have 24/7 on-call coverage, we recognize that we don't yet have a good solution for
 notifying engineers during non-work hours. Do your best to keep an eye out for issues, and lean on those in more
-favorable timezones where appropriate.
+favorable timezones where appropriate. See our [On-Call SLO document](on-call-slo.md) for a detailed description of
+the coverage we currently promise.
 
 ## Responding to an incident
 

playbooks/support/on-call-slo.md

@@ -0,0 +1,31 @@
+# On-Call SLO
+
+This document describes a
+["Service-Level Objective"](https://landing.google.com/sre/sre-book/chapters/service-level-objectives/) for our
+on-call response time to incidents.
+
+## What we promise
+
+- Incidents should have a response time of under 10 minutes during hours of **full support**.
+- Incidents should have a response time of under 30 minutes during hours of **partial support**.
+
+![visualization of our on-call SLO](images/on-call-slo.jpg)
+
+- Work days (excludes
+  [holidays](https://docs.google.com/document/d/16FQ0nKIJ_Eb11kWQd70neB7V3i51ixUsf-CB5f_rAMo/edit#heading=h.d93f947ory))
+  - 9am — 5pm ET full support
+  - 7am — 7pm ET partial support
+  - 7pm — 7am ET no official support
+- Non-work days
+  - 9am — 5pm ET partial support
+
+### Measuring performance against this SLO
+
+This SLO targets the time between when an incident is first reported in #incidents and a Jira Ops ticket is
+created.
+
+### Live Auctions
+
+There is currently no explicit support for live auctions outside of the on-call schedule defined above. For special
+cases where an auction must be monitored during hours not covered above, the relevant product teams should be
+directly consulted.

playbooks/support/responding.md

@@ -50,7 +50,7 @@ respond to these issues.
      this possible issue
    - Link the Jira Ops ticket to any relevant bugs that are tracked (and create an additional one if necessary)
    - Mark the ticket as **CANCELED**
-   
+
 
 ## Step 4: Address Incident