| # Engineering handbook — support & postmortems |
|
|
| ## Authentication |
| All internal services authenticate via short-lived OAuth2 tokens issued by |
| the identity provider; tokens expire after 60 minutes and must be refreshed |
| by the client. Service-to-service calls use mutual TLS in addition to |
| tokens. Personal access tokens for CLI tools expire after 90 days and are |
| scoped to a single project. |
|
|
| ## Customer support escalation |
| Support tickets tagged "urgent" must be triaged within 1 hour during |
| business hours. Enterprise customers on the premium support tier get a |
| 15-minute first-response SLA, the same acknowledgment window as internal |
| on-call pages. Escalations to engineering go through the on-call engineer, |
| not directly to individual contributors. |
|
|
| ## Postmortem template |
| Every postmortem must include a timeline, root cause, blast radius, and at |
| least three concrete follow-up action items with owners and due dates. |
| Postmortems for severity-1 incidents are reviewed in the weekly engineering |
| sync; severity-2 postmortems are reviewed asynchronously. Templates live in |
| the incident-response wiki space. |
|
|
| ## Documentation standards |
| Public-facing API docs are generated from OpenAPI specs and rebuilt on |
| every merge to main; internal runbooks are written in markdown and stored |
| alongside the service they document, not in a separate wiki. |
|
|
| ## Support tooling |
| Support agents use a shared ticketing queue with automatic tagging based on |
| keyword rules; tickets that go untagged for more than 10 minutes are |
| flagged for manual triage by a team lead. |
|
|
| ## Team communication norms |
| Teams default to public channels over DMs for anything work-related, so |
| context stays searchable. Cross-team requests go through a dedicated |
| request channel rather than pinging individuals directly, and response-time |
| expectations there are best-effort, not an SLA. |
|
|
| ## Tooling procurement |
| New SaaS tool requests over $500/year go through a lightweight procurement |
| review covering security and data-handling questions before purchase. |
| Renewals under the same terms skip the review and are approved by finance |
| automatically. |
|
|
| ## Internal wiki hygiene |
| Wiki pages without an update in 12 months are flagged stale and surfaced in |
| a quarterly cleanup pass; owners either refresh or archive them. Search |
| ranking on the wiki favors recently-edited pages over older ones. |
|
|
