On-call
By Lukas Brandt · created 10 Jan 2022, 10:30 UTC · last updated 21 Oct 2026, 14:40 UTC · version 16
on-callincidentsoperations
Someone in engineering can always be reached for production. This page says who, how, and what is expected.
The rota
- One week at a time, handover on Monday at 10:00 in #ops (what's open, what's planned on the change calendar).
- Primary: Oskar Lund, Marek Nowak, Elif Yildiz, Jonas Berg (from October, after shadowing).
- Secondary: Aiko Tanaka for portal problems, and whoever was primary the week before.
- Escalation: Lukas Brandt, then Rafael Duarte. Security: Mira Holm, for anything that might expose data.
- Pages come through the paging rota in Jira Service Management. Keep the app on your phone and sound on.
- On-call pays €250 a week, plus time off in lieu for any page between 22:00 and 07:00.
Severity
| Severity | What | Respond | Status page |
|---|---|---|---|
| SEV1 | sign-in down for a region or for many clients; data exposed or at risk | 15 minutes, day or night | within 15 minutes |
| SEV2 | a feature down for many clients (SMS codes, email notices, approvals), or sign-in down for one client or depot | 30 minutes in working hours, 1 hour outside | if customers notice |
| SEV3 | degraded or a workaround exists | next working day | no |
Every SEV1 and SEV2 gets an OPS ticket and an incident review within five working days.
When you are paged
- Acknowledge. Open an OPS ticket with what you know.
- Check the runbooks.
- SEV1: post on the status page and call the secondary.
- Tell support in #support if customers will write in.
- Hand over in writing if you go off before it is closed.
Kelderby's weekends and go-live
Kelderby switches its first seven depots to single sign-on depot by depot, and goes live on Monday 2 November. The plan is on Kelderby rollout plan; production changes are OPS-51 and OPS-52.
| When | Who | What |
|---|---|---|
| Sat 24 Oct, 04:30–09:00 | Oskar (primary), Marek (secondary) | Henrik flips Rotterdam, Antwerp and Ghent at 04:30; bridge 05:00–09:00 with Clara and Tom |
| Sat 31 Oct, 04:30–09:00 | Oskar (primary), Jonas (secondary) | Duisburg, Venlo, Liège and Breda; same bridge |
| Mon 2 Nov, 07:00–12:00 | Marek | on hand for approvals on the first morning |
Switching a depot back: runbook. Freeze: no identity-service or portal deploys from Friday 12:00 to Monday 12:00 on both weekends, and none to SAML or approvals code from 30 October to 4 November.
Change history
| Version | Date | Who | What |
|---|---|---|---|
| 13 | 22 Jun 2026 | Lukas | Oskar runs the rota; OPS project |
| 14 | 14 Sep 2026 | Oskar | Security escalation to Mira after OPS-41 |
| 15 | 5 Oct 2026 | Lukas | Jonas joins as primary |
| 16 | 21 Oct 2026 | Oskar | Kelderby's weekends and go-live cover |