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PagerDuty

Sources: Alerting — PagerDuty (COE 19864617071) · PagerDuty On-Call Process (LS 19564495047) · RaaS On Call (TRIB 7180419098)

Overview

PagerDuty manages the RaaS on-call schedule and incident alerting. It integrates with DataDog, Coralogix, and customer alerting systems to trigger on-call notifications.

PagerDuty Services

Service ID URL
RaaS PJR7X6W lyniate.pagerduty.com/service-directory/PJR7X6W
RaaS Support P8OELI3 lyniate.pagerduty.com/service-directory/P8OELI3

On-Call Rotation

RaaS operates 24x7 on-call coverage with a follow-the-sun rotation across 3 regions.

On-Call Team

Name Region Notes
Andy Xian NZ
Bilal Siddique NZ
Jonathan Adams US
Lee Jelley UK Senior engineer
Mark Lehmann UK

Rotation: Weekly, every Tuesday at 10:00 AM NZT

Escalation Policy: P46DXTJ
Escalation if no response: 20 minutes → direct escalation to Noby Smith (+64 21 813 498)

On-Call Schedules

Schedule ID Coverage
RaaS PD2BU53 Primary on-call
On-Prem PCVGKBX On-premises Rhapsody support
Holidays PDLIWES Override schedule for public holidays

Business Hours Definition

For PagerDuty urgency settings, "business hours" is defined as:

Setting Value
Business hours Mon–Fri, 6:00 AM – 6:00 PM Pacific Time
After hours Mon–Fri, 6:01 PM – 5:59 AM PT
Weekend All Saturday and Sunday

Note

PagerDuty itself defines business hours as 12:00 AM Mon — 11:59 PM Fri UTC for internal scheduling purposes. The alerting thresholds above (in Pacific Time) are what determine when High Urgency notifications fire.

Urgency Levels

Urgency When Behaviour
Low Business hours Notify via email/Slack — no phone call
High After hours or critical alerts Phone/SMS + escalation if no response in 20 min

Holiday Overrides

When an on-call engineer is on leave over a public holiday, they must set an override in the Holidays schedule (PDLIWES):

  1. In PagerDuty, go to the Holidays schedule
  2. Click Override for the affected time period
  3. Assign the covering engineer

Holiday override windows per region:

Region Times
APAC 07:00 – 16:00 Philippines Time
EMEA 08:00 – 17:00 GMT/BST
US East Coast 08:30 – 14:15 EDT
US West Coast 14:15 – 20:00 EST/EDT

Responding to a PagerDuty Alert

  1. Acknowledge the alert in PagerDuty (or Teams — Omni integration)
  2. Business hours: Omni assigns directly to the on-call engineer

  3. After hours: High urgency fires immediately

  4. Investigate — check Coralogix, DataDog, and AWS CloudWatch for context

  5. Declare incident if this is a customer-impacting event:

  6. Post in MS Teams | Cloud | Incidents
  7. Create a Jira OPS ticket (P1 for complete loss of service)

  8. For after-hours P1: email raas-email-alerts@rhapsody.pagerduty.com

  9. See Incident Response for the full incident management process.

Triggering PagerDuty Manually

For after-hours urgent issues not covered by automated alerting:

  • Email: raas-email-alerts@rhapsody.pagerduty.com
  • This directly triggers the RaaS on-call person

Jira Automations Integration

Source: Jira Automations and PagerDuty (TRIB 19884408837)

Automation Rules (OPS Project)

Rule Trigger Action
Auto-assign new issue Issue created in OPS Assign to Global Ops team queue
Priority P1 — RaaS Issue created with P1 priority + RaaS product Assign to RaaS on-call
Priority P1 — CaaS Issue created with P1 priority + CaaS product Assign to CaaS on-call
Priority P1 — Identity Issue created with P1 priority + Identity product Assign to Identity on-call
Priority P2 — All P2 issue created Assign to queue with SLA tracking
Priority calculation Issue fields change Recalculate priority from Customer Urgency + Cloud Impact

PagerDuty → Jira Integration Setup

PagerDuty is configured to create Jira OPS tickets via the Jira Cloud Extension in PagerDuty:

  1. In PagerDuty: Integrations → Extensions → Jira Cloud
  2. Each PagerDuty Service has its own Jira integration with a JQL filter to select which Jira issues feed into that service's incident view
  3. The integration is configured on the PagerDuty side — no Jira webhook config is required

Note

Configuration is maintained by Lee. If the integration stops working, check PagerDuty service configuration first, then the Atlassian Jira Cloud Extension settings.