On-Call Escalation Policy
High Priority / Critical Issues:
During Business Hours (6am PT - 5pm PT, Monday-Friday):
- The team can be contacted via help@getmobiz.com, 855-610-0518, or via the in-app chat.
- The above email addresses will notify the on-call engineering team, composed of a rotating team of engineers that is available 24/7 to answer critical and high priority issues.
Outside of Business Hours:
- The team can be contacted via help@getmobiz.com
- The above email address will notify the on-call engineering team, composed of a rotating team of engineers that is available 24/7 to answer critical and high priority issues.
Escalation Plan:
- Head of Customer Success (via Phone)
- On-Call Engineering Team (via emergency system, triggers outbound phone calls to team)
- CTO / CEO (via Phone)
Low Priority Issues:
The Mobiz team can be contacted via the email address help@getmobiz.com or by using our 24/7 in-app chat at the bottom right corner of the Mobiz application.
Escalation Plan:
- Support Team (via in-app chat or email)
- Head of Customer Support (via Slack)
- On-Call Engineering Team (via Slack)
- CTO / CEO (via Phone) in case the problem cannot be solved by the on-call team
Critical Support & High Priority Issues Policy
Purpose of this policy
This policy exists to define critical support for Mobiz and describe the processes in place for Mobiz to respond to critical support requests within 30 minutes and high priority issues within 12 hours.
Critical Support Incident:
A state of the Mobiz web application where all users are not able use business critical features such as:
- Logging In
- Sending / Receiving SMS Campaigns and Replies
- Landing Pages loading
High Priority Issue:
A state of the Mobiz web application where multiple users are not able use business critical features such as:
- Logging In
- Sending / Receiving SMS Campaigns and Replies
- Landing Pages loading
Critical Support Team:
The designated group of engineers that are “on-call” to respond to critical incidents within 30 minutes and high priority issues within 12 hours.
RCA:
Root Cause Analysis: A report to determine the underlying cause of a Critical Support Incident and prescribe solutions to minimize the likelihood and potential impact of a future incident.
Prevention
The Mobiz team takes the following measures during code development and deployment to ensure that critical support incidences are minimal:
- Code tests pre-deployment.
- Deploying and testing in a staging environment.
- Red/Blue deployments to production environments that automatically rollback if issues arise.
- Canary deployments to subsets of customers to test production code before rollout to the general population.
Detection
- The Mobiz engineering team uses the AWS CloudWatch service to conduct 24/7 monitoring of business-critical APIs and applications. If the service detects an outage, the Critical Support Team is notified to respond within 30 minutes.
- The email address help@getmobiz.com can be used to notify the Critical Support Team 24/7. Emailing this address will notify the entire Critical Support Team via phone in an emergency. All customers have access to this email address.
Reaction & Communication
When the existence of a Critical Support Incident is identified, customers will be notified via In-App message through an internal Mobiz alert system.
The Critical Support Team will take steps to first diagnose the issue at hand and take measures to either:
- Deploy a patch to the Mobiz application or, if the outage is due to a 3rd party provider,
- Deploy measures to minimize the customer impact due to the 3rd party outage.
After initial measures are taken to minimize customer downtime, all customers will be notified of the incident via email and in-app message.
The Critical Support Team will then conduct an RCA for both internal Mobiz teams and for any customer directly affected by the outage.
The Mobiz engineering team will prioritize and deploy any patches prescribed by the RCA within a 5-day period.
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