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From YouTube: Support Engineering: Trialing Response Crew in AMER
A
So
you
may
have
heard
about
support
response
crew
before
if
you
haven't
this
is
the
opportunity
to
learn,
because
starting
november
30th
we
will
be
trying
it
out
in
america,
so
this
started
in
emea.
Tom
atkins
started
leading
this
and
trying
to
understand
how
we
evolve.
Sla
hawk
and
frt
hawk
understand
as
well.
Apac
has
tried
some
things,
but
we're
trying
support
response
crew,
which
is
coming
out
of
a
mia.
A
The
difference
is,
instead
of
a
week-long
rotation,
it
switches
to
a
one
day,
a
week
rotation
and
there
will
be
multiple
people
working
as
sla,
hawk
and
frt
hawk
those
roles
go
away.
So
during
this
trial
those
roles
will
go
away,
we'll
focus
on
working
in
that
way.
So
you're
saying
okay.
Now
what
so
from
here?
I've
made
a
schedule
which
you
can
click
through
that
link.
If
you
have
a
copy
of
this
presentation,
otherwise
it's
shared
in
an
issue.
A
Those
will
be
in
the
youtube
description
below
this,
so
that
you
can
find
them,
and
this
is
our
first
pass
schedule
if
the
day
doesn't
work
for
you
then
find
another
engineer,
talk
to
them
say:
hey
I'd
like
to
switch
days
with
you
and
coordinate
the
things
you
should
keep
in
mind.
We
want
at
least
one
senior
per
day
if
possible,
and
we
need
at
least
one
dot
com
admin
per
day
so
from
here.
A
If
there's
anybody
else
in
a
mayor
that
you're
watching
this
talk
with
your
amer
peers,
we're
rolling
this
out
on
november
30th
and
it
requires
everybody
who
is
not
in
lnr
to
work
in
the
crew.
So
from
here.
What
are
your
responsibilities?
How
do
they
shift?
We
have
a
support
response
crew
channel
now,
where
we've
moved
the
bot
notifications
to
we've
stopped
so
from
there.
You
should
stop
breachers,
focusing
in
there
work
with
your
crewmates
beyond
that.
A
If
the
ticket
has
a
24-hour
sla
or
is
a
mare
assign
it
yourself
when
you,
when
you
work
it,
if
it
does
have
an
assignee,
then
you're
set
if
it's
a
four
or
eight
hour,
sla
in
all
regions,
know
that
these
can
be
trickier
to
manage
and
we
need
to
do
better
at
guiding.
How
we'll
be
successful
there
there's
an
open
issue
here,
where
you
can
see
conversation
evolving
around
that,
I'm
not
going
to
say
you
need
to
assign
those.
Now
we
need
to
come
up
with
a
better
strategy
and
then
eventually,
yes,
assigning.
A
So
now
talking
about
the
schedule
and
for
now
this
is
the
template
that
emea
is
using
so
we're
following
that
they're
looking
to
evolve
it
and
if
we
can
adopt
those
evolutions
we
will
for
now,
if
you're
out,
you
want
to
mark
yourself
off.
Emea
is
doing
that
in
purple,
so
mark
yourself
off
in
purple.
A
If
the
crew
happens
to
be
less
than
four
people,
when
you're
going
to
mark
yourself
off,
try
and
find
somebody
to
cover,
obviously,
if
you're
out
sick,
that
might
be
hard
or
difficult,
but
if
you're
pre-planning
and
saying
I
know
I
won't
be
in
next
thursday.
I'm
on
that
thursday
crew
thursday
crew
has
two
other
people
already
out.
A
It's
gonna
three
other
people
already
out,
so
we're
gonna
get
less
than
four.
Let
me
see
if
I
can
find
somebody
and
then
swap
with
them-
and
this
is
just
one
week-
basically
I'm
going
to
duplicate
that
four
times
and
and
evolve
it,
but
I'm
not
doing
that.
Yet
until
we
have
a
the
schedule
set,
I
want
to
give
people
an
opportunity
to
find
the
day
that
they
want
to
work
from
here.
A
If
this
works
we'll
build
a
tool
we'll
make
this
easier,
but
for
now
we
think
amia's
been
managing
it.
This
way,
for,
I
think
somewhere
around
8
9
12
weeks,
and
we
think
we
can
get
similar
results
using
this
and
then
evolve
a
better
tool.
So
from
here
I'm
the
dri
to
rolling
this
out
in
america.
The
frt
schedules
will
be
deprecated
will
be
suspended
on
november.
A
30Th
will
take
a
few
weeks
to
roll
response
crew,
see
if
it
gets
better
now
again,
something
to
note
traditionally
less
tickets
come
in
during
this
time,
so
it
may
look
even
better,
but
I
am
aware
of
that.
We're
going
to
keep
that
in
mind,
but
also
I
want
some
feedback
how
we
can
better
manage
a
schedule.
Things
like
that
anything
how
we
can
better
alert
or
adjust
or
evolve
those
kind
of
things,
and
we
plan
on
rolling
this
out
on
november
30th.
A
So,
if
you're
watching
this
and
you're
in
a
mirror-
and
you
haven't
looked
at
the
schedule-
look
at
it.
If
you
have
looked
at
the
schedule
and
you're
ready
great
talk
to
somebody
else,
make
sure
they
looked
at
it.
I'm
gonna
be
blasting.
This
message
out.
This
is
attempt
number
one
I'll
be
following
up
and
making
sure
that
everybody
has
had
a
chance
to
validate
and
verify
and
from
there
I'm
looking
forward
to
rolling
this
out
evolving
our
processes,
change
management
and
action.
So
thank
you
all
hope.
This
was
helpful.