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Support Model

The tiered service model the customer team operates after handover, plus the channel matrix and business-hours coverage map.

Status: this document captures the structure agreed at handover. Names, contact details, and contractual SLA wording are filled in by the customer team during week 2 of oncall-readiness.md. Every {{TBD}} below is a slot the customer team owns.

1. Service tiers

Three tiers. Tier 1 and Tier 2 are the customer team. Tier 3 is the Evospin team. The escalation flows up; the answer flows back down.

Tier 1 — Customer team first responder

Field Value
Who Customer-team operations engineer on rotation. {{TBD: rotation owner / PagerDuty schedule name}}
Scope All player-facing symptoms, all admin-panel symptoms, all observability gaps. Acknowledge, triage, mitigate where a runbook exists.
Response SLA < 30 min (business hours), < 2 hr (after hours) to acknowledge. Mitigation by end of shift for P2/P3.
Authority Restart services, drain queues, run any documented runbook step, update the status page, post to customer comms channels. Cannot modify production code.
Escalation path If runbook doesn't apply or mitigation requires code change → Tier 2. If P0/P1 and Tier 2 doesn't ack within 5 min → Tier 3 (Evospin team).
Knowledge prerequisites Completed ../onboarding/curriculum.md checklist; signed off on shadow shift.

Tier 2 — Customer team senior on-call

Field Value
Who Customer-team senior engineer on rotation. {{TBD: rotation owner / PagerDuty schedule name}}
Scope Take over IC from Tier 1 when escalated. Author and ship hotfixes. Make architecture-affecting calls during incidents.
Response SLA < 1 hr always (business hours and after hours).
Authority Everything Tier 1 can do, plus: deploy hotfixes, modify infrastructure, change feature flags, take destructive remediation actions (truncate stuck queue, force-restart prod DB, etc.). Cannot modify ebit-team-owned shared infrastructure.
Escalation path If incident requires ebit-team-owned subsystem (RNG provider integration, fairness seed mechanism, third-party broker) → Tier 3.
Knowledge prerequisites Completed oncall-readiness.md checklist; signed off on reverse-shadow; first solo on-call shift complete.

Tier 3 — ebit-team escalation

Field Value
Who ebit-team engineer on escalation rotation. {{TBD: ebit-team contact / PagerDuty schedule name}}
Scope Subsystems the Evospin team retains ownership of post-handover: RNG / provably-fair seeds, the bj/speed-roulette state machines, the OTel collector pipeline, any vendor integration the customer team isn't credentialed for.
Response SLA Per SLA contract — {{TBD: contractual SLA — typically <2 hr P0, <8 hr P1; customer-team to fill in from signed agreement}}.
Authority Everything Tier 1 + 2 can do, plus: change ebit-team-owned shared services, rotate ebit-team-held secrets, engage vendor support on behalf of the customer team.
Escalation path None — Tier 3 is the top. If Tier 3 cannot resolve, the incident becomes a vendor / business-level issue handled outside this runbook.
Knowledge prerequisites ebit-team engineer with full repo access and production credentials.

2. Support channel matrix

Pick the right channel for the urgency. Wrong channel wastes minutes.

Channel Use for Don't use for SLA
PagerDuty (page) P0, P1 P2, P3, questions Tier 1 ack < 30 min business / < 2 hr after-hours
Slack #oncall (mention) P2, ack confirmation, IC handoff P0/P1 (page first, then post) Ack < 1 hr
Slack #ebit-support (post) P3, questions, "is this normal?" Anything user-facing-broken Best effort, business hours
Email support@{{TBD: customer-team}}.com Account issues, billing, contractual Anything time-sensitive Next business day
Video bridge ({{TBD: zoom/meet/teams URL}}) P0/P1 active triage, RCA retro Anything routine Spun up by IC at acknowledge for P0/P1
Status page (customer-facing) P0/P1 only — updates at acknowledge, at identified, at resolved P2 and below — these are not user-visible IC posts within 10 min of P0/P1 acknowledge

The IC of an active incident pins the channel and bridge URL in the incident-channel topic. Anyone joining mid-incident reads the topic first.

3. Business-hours coverage map

Who is the on-call, when. The customer team owns this rotation post-handover; the table below is the structure to fill in.

Time block Tier 1 (first responder) Tier 2 (senior) Tier 3 (Evospin team)
Mon–Fri 09:00–18:00 ({{TBD: customer time zone}}) Primary on-call Available within 1 hr Available within contractual SLA
Mon–Fri 18:00–09:00 Primary on-call (after-hours response SLA applies) Available within 1 hr Available within contractual SLA
Sat–Sun, all hours Primary on-call (after-hours response SLA applies) Available within 1 hr Available within contractual SLA
Public holidays Primary on-call ({{TBD: holiday calendar}}) Available within 1 hr Reduced — see contractual SLA

Rotation cadence: {{TBD: typically weekly handoff, customer team to confirm}}. Override / handoff happens via PagerDuty schedule edits.

The tier definitions above reference onboarding completion. The actual checklists:

  • Tier 1 readiness — ../onboarding/curriculum.md end-of-week-1 checklist.
  • Tier 2 readiness — oncall-readiness.md end-of-week-2 (on-call go/no-go) checklist.
  • Tier 3 — ebit-team-internal; not covered in the customer handover kit.

A team member cannot take a tier without the corresponding checklist signed off. No exceptions during the first 90 days post-handover.

5. Drift management

The support model isn't static. Three review cadences keep it accurate:

Cadence What gets reviewed Owner
Weekly (during the first month post-handover) Incident counts per tier; whether tier definitions are matching reality Tier 2 lead
Monthly (after first month) SLA achievement vs. agreement; channel matrix accuracy; rotation health Customer-team operations lead
Quarterly Tier 3 contractual SLA review with Evospin team Customer-team + ebit-team joint review

Any change to this document outside those cadences requires sign-off from both Tier 2 lead and ebit-team escalation lead — record the change in the doc's change log (when added: {{TBD: a "Changes" section at the bottom of this file once the first edit lands post-handover}}).

6. References