On-Call Escalation Policy

Updated: Feb 11, 2020

 

High Priority / Critical Issues:

 

During Business Hours (8am PT - 5pm PT, Mon-Friday):

  1. Team can be contacted via support@postscript.io, critical@postscript.io, or via the in-app chat. 
  2. 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:

  1. Team can be contacted via critical@postscript.io
  2. 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:

  1. On-Call Engineering Team (via emergency system, triggers outbound phone calls to team)
  2. CTO / CEO (via Phone)
  3. 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:

  1. Support Team (via in-app chat or email)
  2. Head of Customer Success (via Slack)
  3. On-Call Engineering Team (via Slack)
  4. CTO / CEO (via Phone) in case the problem cannot be solved by the on-call team