# Northwind Support — On-call handbook (test fixture)

This document is the sole input for the document-QA test runs recorded in this
directory. It is deliberately small, self-contained and checkable: every
question in the test either has exactly one answer below, or has no answer at
all (the "honesty probe").

## 1. Rotation

- The on-call rotation runs in two shifts: **Day** covers 08:00–20:00 UTC,
  **Night** covers 20:00–08:00 UTC.
- Week 1 of the rotation is owned by the **Falcon** team, week 2 by **Heron**,
  week 3 by **Osprey**, week 4 by **Kestrel**.
- A rotation week starts on **Thursday 12:00 UTC**, not Monday.

## 2. Paging

- Paging hours are **24×7** for Sev-1 incidents only.
- Sev-2 incidents are paged **during business hours only** (08:00–18:00 UTC,
  Monday to Friday).
- Sev-3 reports are handled **asynchronously in the ticket queue**, with a
  first-response target of **2 business days**.
- The paging tool is Opsgenie; the fallback is the `#oncall-urgent` Slack
  channel.

## 3. Escalation

- If a Sev-1 is not acknowledged within **10 minutes**, the incident
  auto-escalates to the **Incident Commander on duty**.
- If the Incident Commander does not respond within a further **15 minutes**,
  it escalates to the **Director of Engineering**.
- Escalation to the Director **never** happens automatically for Sev-2.

## 4. Change windows

- Production changes are allowed **Tuesday and Wednesday, 09:00–15:00 UTC**.
- A database migration requires **two approvals**: the service owner and the
  database on-call.
- Freeze periods: **the last 5 business days of each quarter**.

## 5. Data retention

- Paging logs are retained for **18 months**.
- Incident postmortems are retained **indefinitely**.
- Recording of incident calls requires **consent from every participant**; a
  recording without recorded consent must be deleted within **24 hours**.

## 6. Billing for support hours

- Support hours are billed at **USD 180 per hour**, in **30-minute
  increments**, rounded up.
- Emergency out-of-hours work is billed at **USD 270 per hour**.