On-Call Escalation Policy
Updated: Feb 11, 2020
High Priority / Critical Issues:
During Business Hours (8am PT - 5pm PT, Mon-Friday):
- Team can be contacted via support@postscript.io, critical@postscript.io, 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:
- Team can be contacted via critical@postscript.io
- 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:
- On-Call Engineering Team (via emergency system, triggers outbound phone calls to team)
- CTO / CEO (via Phone)
- Head of Customer Success (via Phone)
Low Priority Issues:
The Postscript team can be contact via the email address support@postscript.io or by using our 24/7 in-app chat at the bottom right corner of the Postscript application.
Escalation Plan:
- Support Team (via in-app chat or email)
- Head of Customer Success (via Slack)
- On-Call Engineering Team (via Slack)
- CTO / CEO (via Phone) in case the problem cannot be solved by the on-call team