After-hours engagement

For planned deployments or meetings, the on-call DevOps engineer must be notified and/or included in meeting invites before 5:00 PM.

For unplanned issues after 5:00 PM, the on-call engineer should be called directly.

Definition of "urgent"

After-hours DevOps support is intended only for situations requiring immediate action due to active or imminent customer impact.

Urgent examples include:

• Production outages or service degradation affecting customers
• Issues blocking customer-facing work in progress

Requests are not urgent if:

• The work will not be used, tested, or validated until the next business day
• The request is preparatory, exploratory, or informational
• There is no clear, near-term customer impact

When escalating after hours, please be prepared to briefly explain the customer impact or business risk requiring immediate attention.

This approach ensures critical customer issues are addressed promptly while keeping the on-call model sustainable and predictable.