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Tier-2

Introduction

Tier-2 Is the Banno Support group responsible for investigating and escalating issues that come from our tier 1 support group. They handle a subset of our domains but this domain will be steadily growing over time.

Team members

  • Ian Cain - Tier 2 Manager
  • Danny Lockard
  • J.J. Sammartino
  • Justin Ash
  • Holly Rubino
  • Molly Leo

Supported Domains

Existing Documentation

Existing documentation for tier-2 is currently being held in a shared Google Drive. This is separated out by domain.

Tier 2/Engineering Workflow

This section will outline how tier2 and engineers will support customer issues. This workflow is minimally prescriptive and it will be up to individual teams to figure out how to accomplish each of the goals

Minimum Requirements

  1. Engineers and tier-2 folks will need to triage their issues daily
  2. Issues that are escalated to engineering need to get back to tier2 after they’re resolved(so that documentation/processes can be updated if necessary)
  3. Documentation updates needs to be a part of the issue resolution process. If new information is discovered an issue shouldn’t be considered complete until either documentation has been updated or work has been backlogged to prevent the issue.

General overview of the process

  1. Tier 1 will create issues and assign a feature to them
  2. Jira automations will automatically select issues that should be considered tier2 and add their component to the issue on ETRIAGE and remove all other components.
  3. Tier2 will sweep issues with their components. If any issue isn’t able to be resolved by them then they will add the appropriate components to these issues Engineers will handle etriage exactly how they have been with one exception. If an issue originally came from tier 2, engineers will need to reach back out to tier2 when they’ve resolved the issue.

Onboarding New Domains

This is the set of steps that are considered necessary for engineers and tier 2 to carry out in order to onboard a new domain.

  • Tier 2 support will be given a document outlining the next 12 months of domains to be onboarded(TODO:: add link to document)
  • 4 weeks prior to onboarding a new domain to tier2, the engineering team will need to begin uploading docs/information to https://drive.google.com/drive/u/0/folders/0AG-OPU3WSD6JUk9PVA
    • At a minimum runbooks should be written and basic information around the domain provided.
  • 1 week prior to the onboarding of a new domain, engineers will meet with tier2 and present the domain to the team. They will take back questions and follow up items to aid the transition.
  • 1 week prior engineering managers will need to determine a way to adjust the existing jira automations to appropriately assign tier 2 to the new domain
    • The automation is handled in OPS - On OPS issue creation, handle tier2, add components and copy to ETRIAGE
    • There is an IF block in the automation that currently says
      • IF Feature contains “login, transfers, transactions
      • THEN create an etriage ticket and add the tier2
      • ELSE create an etriage ticket with every team component except tier 2
    • This automation will need to be updated to properly select new domains. We have a lot of flexibility on how this can be done - You can chat with some of the jira admins
  • On the day of the transition tier 2 and engineering should do a documentation day. During this they’ll go over existing docs, write up runbooks where necessary, and, most importantly, create an operations doc if one does not already exist.
  • Engineering and tier2 should meet weekly to discuss the new domain and make any necessary changes
  • Engineering should account for additional pairing time with tier 2 for the first four weeks of supporting the new domain.

Acceptance Criteria

A new domain will be be considered successfully onboarded when all of the following have been accomplished

  1. Tier 2 is successfully taking cases from the engineering team for a given domain
  2. Pairing is being done on the new domain
  3. Tier 2 has taken over the documentation and started using/updating it themselves
  4. Engineers are initiating a feedback loop on issues that get escalated to them

Getting started with Jira? There’s a guide for that.