Table of Contents
[TOC]
Engineer(s) oncall - you now go to Google first in the GCP console for support tickets
- File support cases for GCP issues with the Google Support case system. See the readme in the vendor tracker for more details and additional escalation paths.
- We use Rackspace for billing of GCP. Questions for billing can be opened in the Rackspace portal.
Google:
- There is also a dedicated slack channel to inquire about any issues which GCP may be seeing and for seeking assistance: #ext-google-cloud
Rackspace:
- Link to Portal https://mycloud.rackspace.com
- SRE managers and Infra Analysts have acces to the rackspace portal
Google Vendor Tracker:https://gitlab.com/gitlab-com/gl-infra/google-gitlab-tracker
Rackspace Vendor Tracker: https://gitlab.com/gitlab-com/gl-infra/rackspace/issues
Google:
- See the readme in the vendor tracker. The project is private due to confidential interactions with the vendor.
Pick the Rackspace Ticketing System, Project ID: mgcp-1173105-ticket-escalation. This will allow you to pick a severity.
Short history, due to automation needs from Rackspace, service accounts would need to be made in gitlab-production and we were not okay with that from a security point of view. This temporary project is a workaround to let us pick severity on tickets and will be watched by our support there.
GitLab-production project is our GitLab.com SaaS application project and cases there will have the highest Priority.
Rackspace SLA for tickets is 4 hours for ticket response.