GCP Checklist 7 -Support & ongoing operational support
Setting up a support ecosystem is crucial . Subscribe to a support contract GCP has various . You need to ensure you have a well defined process for escalating issues to your cloud provider in this case GCP’s support team and any third parties you use . Contacting support before you end up in a situation that needs resolving is a good use of a support contract. GCP’s Support team can provide good advice on the best ways to approach a particular problem and may have seen the issue before as they deal with many customers problems. Do make use of sites like Stack overflow but not for emergencies as they are community provided responses and on a best effort .
You need to ensure that support contacts from both sides are clearly communicated to anyone who is authorised to communicate directly with GCP .
Create an incident response plan clearly defining how to contact support and who is authorised to do so and how to contact your authorised personnel who are recorded as being authorised to communicate with GCP’s support team .
Keep track of incidents use a bug tracking or helpdesk system. Carry out regular reviews as the insights gained from analysing your problems are useful in helping you iterate and improve processes and the reliability of your applications. Create your SRE/on call/support process. Create standardised post mortem forms
Here’s your reading list :
https://cloud.google.com/support/
https://landing.google.com/sre/book.html
And your Checklist:
A list of all the checklists in the series can be found here
