Steps to follow after a Critical / Blocker issue is escalated to the team
- Alert comes in from NOC or Pagerduty
- Acknowledge alert
- Starting with most immediate communication channel that has reached out about the escalation (Slack, Text, Email), respond with acknowledgement to stakeholders “We are engaging our teams to investigate.”
- Visit https://status.zendesk.com/
- Enter in Zendesk Subdomain disneyplus.zendesk.com into the field at the top-center of the screen or choose Pod 20
- Check to see if any current known issues exist that are causing the issue
No known issues are causing the critical/blocker issue
CLICK HERE FOR ESPN+ ESCALATION EMAIL TEMPLATE (Windows Users)
- Start internal escalation bridge by clicking https://disney.zoom.us/j/94309969200
- Reply to NOC email (or start a new thread if escalated via PagerDuty):
- To: #DPEP DL-GX Zendesk Notification ESPN Plus <DPEP.DL-GX.Zendesk.Notification.ESPN.Plus@disney.com>
- CC: DPEP.DL-GX.Technology@disney.com (#DPEP DL-GX Technology)
- Include the following in the email body:
- Summary
- Guest impact
- “We have set up a bridge for troubleshooting at https://disney.zoom.us/j/94309969200”
- We will provide our next update on this thread by ____ [current time + 30 mins]
- View below to see if Jacquie should be texted to receive a direct escalation
- MATRIX of when to text
- Text Jacquie Armstrong at (250) 575-9381 informing her that there is an escalation and include very brief summary of issue, and BlueJeans bridge URL
A known Zendesk issue is responsibe for the critical/blocker issue
CLICK HERE FOR ESPN+ ESCALATION EMAIL TEMPLATE (Windows Users)
- Reply to NOC email (or start a new thread if escalated via PagerDuty):
- To: #DPEP DL-GX Zendesk Notification ESPN Plus <DPEP.DL-GX.Zendesk.Notification.ESPN.Plus@disney.com>
- CC: DPEP.DL-GX.Technology@disney.com (#DPEP DL-GX Technology)
- Include the following in the email body
- Summary
- Guest impact
- “Zendesk has confirmed this is a known issue and are tracking it here[URL to issue on status.zendesk.com]. We will provide our next update on this thread by _____ [current time + 60 mins].”
- View below to see if Jacquie should be texted to receive a direct escalation
- MATRIX of when to text
- Text Jacquie Armstrong at (250) 575-9381 informing her that there is an escalation and include very brief summary of issue. Inform her we are monitoring the known issue and providing further updates via the NOC email thread.
When to text Jacquie
| Issue | Example | BU's |
| Help Center Outage | One of the help sites are down entirely and not accessible by guests. | DisneySupport, ESPN, ABC, ShopDisney, Licensing, Publishing, Disney+, ESPN+ |
| Contact Channels | One or all of the main contact channels are not accessible to guests (Email, Phone, Live Chat) | DisneySupport, ESPN, ABC, ShopDisney, Licensing, Publishing, ESPN+ |
| Revenue Impact | A feature from our platform is blocking functionality for guests to complete purchases on a partners web site. | ShopDisney |
How to contact Zendesk
- Email support@zendesk.com
- CC: Sarobertson@zendesk.com (Our Zendesk Success Engineer)
- Summarize the issue we're experiencing
- State what Pod & Instance you're seeing the issue on (eg. disneyplus.zendesk.com Pod 20)
- Note the urgency/impact of this issue, and request Zendesk to get back to you via _____ method of contact
Once the support case has been created, you can view it by logging in using your Zendesk credentials at https://support.zendesk.com/hc/en-us/requests
Once issue is resolved
Reply to NOC email with the following:
- Issue is now resolved and _____ is functioning as normal (Bold at top of email)
- Summary
- Guest Impact including full time between start/stop of incident
- “A full root cause analysis and mitigation steps will be provided by ________” (end of the following business day)
- “Since this issue is now resolved, please escalate any further issues by following the escalation procedure to notify NOC”
