Questions and Answers
What should you do after sending an email that requires attention?
Begin pinging in Crisis Chat.
You should use @ in Crisis Chat when asking questions directed to an IC.
True
What should be included in a page to an Eng on-caller?
What is the max SLA for live SOS content to go live on SRP with troubleshooting?
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If there is back-and-forth in Crisis Chat regarding multiple incidents, you should preface a new ping with whatever alert you’re referring to, such as '_____________'.
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You should notify primary ICs for non-emergency situations during early A.M. hours.
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When should you page the IC?
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What is the email alias for crisis primary communication?
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Match the roles with their corresponding responsibilities:
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Study Notes
Communications Protocol
- Begin activating Crisis Chat after sending a required attention email using @ for direct queries to an Incident Commander (IC).
- If no response in 30 minutes, follow up with a direct ping; if no response after another 30 minutes, escalate with a page.
- Always page immediately for time-sensitive issues.
- Embed screenshots directly in Crisis Chat to ensure accessibility, as mobile authentication may hinder link access for ICs.
- Ensure triage decisions are accompanied by solid rationale in email communications and Rocking Horse updates.
Ping and Escalation Guidelines
- In multi-incident discussions, clearly indicate the alert with prefaces like “air quality maps #published.”
- For non-emergency issues (e.g., suggesting turndown), defer direct pings to ICs until business hours to avoid morning disruptions.
- Use Rocking Horse suggestions when posting information about detected events in go/crisis-chat.
Paging Protocol
- If no response in 10 minutes for escalations, initiate a second manual escalation.
- On failure of the second attempt, page the IC who last handed off in the other timezone.
- Page primary IC if a Googler requests incident response, regardless of personal disagreement.
- Escalate for UNKNOWN responses that meet launch criteria.
Special Considerations
- On Friday overnights, only page for manmade or violence events; check with ICs in the morning for other issues.
- Adhere to a maximum Service Level Agreement (SLA) of 15-20 minutes for live SOS content updates; escalate to Eng on-call if delays occur.
Engineering (Eng) Coordination
- Report issues impacting live alerts to ICs; if they are unresponsive via chat, page them to decide if Eng needs to be contacted.
- When paging Eng on-call, include directives to update go/crisis-chat with progress and any additional details needed.
- Responding Eng ICs have an SLA of 30 minutes; escalate if there is no contact after 1 hour.
Rocking Horse Mailer Protocol
- Dispatch mailer communications for post-escalation triage immediately after deciding on action to keep stakeholders informed.
- No need to manually CC local leads on US-based incident emails; utilize existing group emails.
- Clarify in crisis chat if an escalation is an auto-response and if IC approval for launch is required.
Crisis Ops Communication with Googlers
- Ops shift leads should act as main point of contact for local Googlers in Crisis Chat when they offer support or request alert changes.
- Evaluate requests from Googlers based on policy guidelines, including naming conventions and resource allocations.
- Utilize templates for standard communication for specific inquiries when appropriate.
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Description
This quiz covers the essential protocols for managing crisis communications within a team. It includes procedures for utilizing the crisis chat effectively and understanding the escalation process for urgent issues. Test your knowledge on the best practices for timely communication in crisis situations.
