How to report an urgent issue
Last updated: May 25, 2022
If you’re experiencing an urgent FareHarbor Product issue, please use these instructions for escalating the problem. For this document, urgent is defined as application downtime, wide-reaching unexpected behavior, and/or glaring usability issues within the product, i.e. something is clearly wrong on a large scale.
If you notice something that falls into those categories, please start by:
- Refreshing the page
- Clearing your browser cache (Chrome, Firefox, Safari)
- Checking #ambulance and #bug-reports in Slack to ensure this issue hasn’t already been reported
Still experiencing an urgent issue? Let’s talk about escalation.
Product downtime process
The Product Team is programmatically notified about downtime via PagerDuty. If the site goes down, a database crashes, the app is abnormally slow, etc, the Engineering Team will get paged repeatedly until the issue is acknowledged and fixed.
If the team is paged and there’s an actual issue that can’t be resolved quickly, we’ll acknowledge the issue via the #ambulance channel in Slack. If you don’t see a Slack announcement yet, please escalate the issue ASAP.
Escalation procedure
If you have an issue that needs to be escalated, follow the steps in the Downtime Processes doc. (This is a living document that is managed by the Product Team.)