Resources + On-Demand: Building Resilient On-Call Operations for the Holiday Season

We had some great questions from folks in the audience. A couple we had to take back to engineering to get more info!

• Sean asked:
  Does Pager Duty have Documentation meeting compliance for NERC-CIP?
  • ​​​​​​​​​​​​​​Since PagerDuty isn’t in the energy sector, we have our own set of compliance guidelines. As an agnostic platform, you could use PagerDuty for alerting and automation for various compliance programs, but we do not have guidelines specifically for NERC-CIP. You can see the programs we follow at https://assurance.pagerduty.com/.
• Daniel asked: 
  We have a desire to delay notification for low-criticality events until the "next business day." Most weeks that is the following Monday, but in the case of a "winter break" in Higher Ed, that can be events that come in on December 20th having notifications delayed until January 5th. There doesn't appear to be an obvious way to do this.
  • ​​​​​​​Oh yeah, that's interesting indeed. For their regular weekly use case, they can turn on Support Hours on their service, and that'll let them set their incidents to low-urgency during off-hours. Then the backlog of incidents will all automatically turn to high-urgency once on-hours kick in.
  • But the extended holiday use case where we're configuring at non-weekly intervals is not nicely supported. The closest they can get is using a scheduled event rule, but incidents created by that rule have no way to automatically move from a low urgency state to a high urgency state after the elapsed time has passed

Definitely an interesting one for our friends in Higher Ed and industries with the possibility of longer rest periods.

If you have questions for us after you’ve watched the on-demand video, you can post them here and we’ll get you the answers you need!

--mandi