Difference between revisions of "Incident handling"
(Created page with "Category:Required Reading If you notice a problem at the space that needs speedy resolution (like plugged toilets), you have ownership of the problem until you pass it on to ...")
Revision as of 09:29, 6 May 2013
If you notice a problem at the space that needs speedy resolution (like plugged toilets), you have ownership of the problem until you pass it on to somebody else (don't worry, it's easy!) - here's what to do:
1. If you can fix the problem yourself, there's somebody around who can fix it, or you know the "right" person to contact, let them know directly and they can choose to take ownership (please email admin@ when it's resolved so we know what's going on).
2. If you can't fix the problem yourself or you don't know who to ask or the 'right' person is unable/unwilling to take ownership, and it's a problem that another member might be able to help with, email discuss@.
If you are on discuss@ and you can't help, please don't reply; only reply if you can actually make a difference (we don't need extra noise/chatter). Replying = taking ownership (though you can pass it off to admin@ any time).
3. If it's something discuss@ can't resolve (eg, an issue with the landlord or a legal issue), or discuss@ doesn't resolve it in a reasonable amount of time ("reasonable" depends on the problem, obviously), escalate to admin@. Somebody on admin@ will take ownership and make sure it gets done. Once you've done that, please drop it.
Please don't act on behalf of admin@ if it's something serious, or especially if it's something that threatens our safety (either physically or as an organization). Escalate to admin@.
3a. If it's a network issue, and email is still available, email netops@. If it's a network issue and email is *not* available, please contact Colin Stanners, Mak, or myself.
4. Once it's resolved, if admin@ wasn't involved, please let admin@ know it happened, and how it was fixed.
The things we *don't* need are:
- An avalanche of emails and/or text messages to a variety of different people
- Confusion about who owns an issue (ie, an abundance of people contacted to help, none of whom know who else is involved or WTF is going on)
- Shaming - either public or private, and either before or after
- Massive overreactions
- Please don't email individual board members unless there's a very good reason - just email admin@ so we can take care of it as needed, that's why we're here!
TL;DR: If you notice a problem, you own it. Alert discuss@ - where somebody else can take ownership if they're able to - or admin@ - where somebody definitely will. Once somebody else takes ownership, drop it. Whenever it gets resolved, the current owner should email admin@ with what happened and how it was fixed. Unless it's a plugged toilet, in which case, who the hell cares?