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Trust & Safety

Support, runbooks, on-call

Tier-1 → Tier-3 escalation, signed runbooks, and the live on-call rotation.

Open tickets
48
P1 incidents · 30d
2
Avg first response
4m
Runbooks signed
34 / 34

Runbooks

  • Edge node failover
    v4.2
    Signed
  • HISP outage triage
    v2.7
    Signed
  • Bulk $export throttle
    v1.4
    Signed
  • Service-role rotation
    v3.1
    Review due
  • Breach notification
    v5.0
    Signed

On-call rotation

  • Primary · Infra
    K. MensahWed 08:00 → Wed 08:00
  • Secondary · Infra
    J. LiuWed 08:00 → Wed 08:00
  • Security on-call
    M. Ortiz24×7 rotation
  • Compliance lead
    S. PatelBusiness hours

Open tickets · Tier 2/3

IDTenantTopicSevAge
OPS-4821Westside ClinicFHIR latency spikeP21h
OPS-4818MountainView HealthDEA PDMP timeoutP35h
OPS-4814Atlas Public HealtheCR ack mismatchP211h
OPS-4805Plaza PediatricsSAML cert renewalP32d