DevOps Enablement Team Support Overview
The DevOps Enablement team provides support for DevOps culture (DevOps-as-a-Service) and several DevOps tools, such as Azure DevOps and SonarQube.
Official support for Azure DevOps begins after your team has been migrated to the new Azure DevOps (AZDO) organization (i.e. MDTProductDevelopment). Support for other AZDO organizations is either very limited or not available.
Most of your Azure DevOps needs can be fulfilled by your team's Project Administrator. See Azure - Security. If you need the Energizers team to perform an action on your behalf, you will be asked to submit a support ticket using the Support Tickets Form.
What We Support
| Support Area | Description | More Details |
|---|---|---|
| DevOps-as-a-Service (Culture) | Mobilization of the capture and dissemination of DevOps best practices, examples, and templates for the benefit of all | DevOps Culture Enablement |
| Azure DevOps (the tool, Software ALM) | Supporting the MDTProductDevelopment Azure DevOps Org | DevOps Support Roles and Responsibilities |
| Static Code Analysis (SonarQube) | Providing access and infrastructure support for SonarQube | SonarQube |
| > For more details on who to contact with your questions please reference DevOps Support Roles and Responsibilities |
How to Get Support
There are several resources for Azure DevOps support. See below:
1. Teams Channel
A great way to reach us is our Teams Channel. You can request access to the DevOps Community Teams Channel with this team code: ip35d0h or CLICK HERE TO JOIN The following channels are available to you:
There is no official SLO on Teams support as the goal is to help enable crowdsourced/community-based support.
| Channel | Description |
|---|---|
| General | This is a great place for general DevOps Q&A |
| Azure DevOps usage | Discussions for usage of Azure DevOps, such as Q&A around work items, process templates, dashboards, and other Azure DevOps features |
| CI, CD and Pipelines | Q&A and sharing of best practices around CI/CD and DevOps pipelines |
| Repos and Code | Questions or discussion around coding best practices |
| Containers & Kubernetes | Support for developing microservices |
| Sonar/Coverity (code analysis) | Static code analysis Q&A, setup and best practices |
| Testing and Test Automation | Guidance for setting up and executing tests |
| Components and Artifacts | Guidance for managing artifacts and components |
| New Features! / Announcements | Get alerted to new DevOps Enablement "product" features and updates to DevOps tooling |
| DevOps Ambassador (private) | used if you need to @ the product DevOps Ambassadors |
| Great-Reads | Post and/or get updates from the DevOps blogosphere! |
| Patterns and Practices | Have suggestions for things you want to see on the wiki? Post them here or log a support ticket! |
| Random | Best for emojis and bird walks ;) |
Members of the "DevOps Guild" team are: - MDTProductDevelopment System Users, users will be added to the Team as they are migrated to Azure DevOps
2. DevOps Patterns & Practices
A key deliverable of the DevOps Enablement teams is to create a body of knowledge that represents our best practices, templates, and examples. This PnP wiki has many topics herein and is a great resource for getting your questions answered.
3. FAQ
Chances are you are not the first to ask your question. Check out our Frequently Asked Questions for answers to common questions.
4. Support Tickets
Support tickets are for break/fix situations and/or where product team members cannot resolve issues themselves. If you need the Energizers team to perform an action on your behalf, you will be asked to submit a Support Tickets Form using the designated form.
Complete the requested fields guided through by the form, being sure to read the description of each question for important notes.
For full list of Requesting and Supporting Teams and their focus area please reference DevOps Support Roles and Responsibilities
Remember: Most administrative actions can be performed by Project Admins and the Energizers team will largely defer that administrative work to them.
4a. Assigned Support Tickets
Instructions for creating a query in the Shared folder and adding to your team's Dashboard.
4b. Support SLO
Energizers manages an 8/5 CST support SLO along the following lines:
| Severity | SLO | Description |
|---|---|---|
| Emergency | 4-hour response time, ticket worked 8/5 continuously until resolved | Multi-team/product outage affecting DevOps systems infrastructure resulting in a total work stoppage. |
| Normal | 24-hr response time, resolved within three 8/5 business days | Normal support request response for managed/expected administrative tasks noted in service definition documentation and/or an issue affecting <10 people. |
| Low | 24-hr response time, no resolution SLO | New enhancement and/or change requests to product capabilities, tickets would be logged to product backlog and prioritized as applicable. |
| > SLO pertains to support tickets only upon creation of the ticket. |
Azure DevOps Support Roles and Responsibilities
This page describes the roles and responsibilities of the groups involved with support.
Support Teams
| Role / Team | Support Responsibilities |
|---|---|
| Project Admin | - Approve Project Member DL additions/deletions via ServiceNow requests - New project branch - Create/Delete/Rename a source code repository - Define sprints and set sprint dates - Create/edit service connections - Create/update reports - Contribute, delete, and manage permissions of Shared queries and folders - Creating/fixing queries - Enable (first-time) CI/CD Pipeline for use - Promote packages from local to released view (vetting of SOUP) - Create project in SonarQube - Add application for scanning in SonarQube |
| Energizers (SDA) | - New project Request - New Metadata Field - New AzDO Extension requests - Change to Process template (i.e., new work item field) - TFS access post-migration - Setup build for new technology/language - Support triage: Who do I contact for ...? - Best Practices for AzDO, SonarQube & Project Admin Support Questions - Tier 2 Support for Project Admin Support Questions |
Additional CareLink Support Teams
| Role / Team | Support Responsibilities |
|---|---|
| Build & Deploy | - Fixing builds - PATs - Secrets - Build Pipelines |
| Ops Infra - SkyNet (Cloud Infrastructure Team) |
- Firewalls - New environment setup - Building/setting up, managing & debugging automated & load test agents |
| Mlife Infra - Espresso |
Espresso team is not yet in the MDTProductDevelopment org. Log Support Tickets For Espresso HERE **Select 'Espresso' in the Area Path - Issues with K8s & Hortenworks environments - Kubernetes (runs containers) - ECR (Container Repository) - Twistlock (Container Security) |
Reference
List of Requesting and Supporting Teams and their Identity
[!NOTE] For most recent details regarding CareLink Identities, and the areas each identity develops expertise in can be found here in Confluence.
| Support Team | Identity |
|---|---|
| Apollo | MRI Device |
| Architects | NA |
| Build & Deploy | Build and Deploy |
| Chargers | IOT |
| Energizers | SDA (DevOps Architecture) |
| Espresso | MLife Infrastructure |
| Falcons | IOT |
| Flyers | System Test Automation and Emulation |
| Gatekeepers | IAM |
| Hikers | Reporting |
| Hilltoppers | MLife Data Management Services |
| Injectors | IOT |
| Kamyab | Reporting |
| Magpies | IOT |
| MAS | Application Services |
| MV1 | CareLink SQL Database |
| MV3 | CareLink Performance |
| Operations | NA |
| Owls | IOT |
| Pendolino | Core |
| PXA Product | HFUX Rhythm, and Architecture |
| Radegast | E2E |
| Ram (also known as Magicians) | IOT |
| Rhythm Design | NA |
| Safal | Web & API |
| Samurai | Web & API |
| Seekers | Reporting |
| Simplifiers | Core |
| Skynet | Ops Infrastructure |
| Spartans | System Intergrations |
| SuperNova | Web & API |
| United Republic | IOT |
| Unkown - please help | NA |
| Veritas | NA |
| X-Ops | Ops Observability |
Where/How To Get Support
See An Overview of AZDO Support, "How to Get Support" .