Practice English vocabulary for platform team support: office hours, support channels, SLAs, runbooks, and handling platform incidents.
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What are 'weekly office hours' run by the platform team?
Platform office hours reduce the barrier to getting help. Developers can show up with any question without needing to schedule a meeting. They also help the platform team identify recurring pain points across multiple teams, informing the platform roadmap.
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What is the purpose of 'the #platform-help Slack channel'?
A platform support channel creates a public, searchable forum for help. Questions answered publicly benefit everyone — developers search the channel history before asking. It also surfaces platform pain points visibly, creating natural accountability for the platform team.
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What does 'the platform SLA is 2-hour response for P1' mean?
Platform SLAs define the support contract between the platform team and internal developer customers. Response time SLAs (P1: 2h, P2: 4h, P3: 24h) manage expectations and give developers predictability. 'Response' means acknowledgement, not resolution.
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What is 'the runbook for common platform issues'?
Platform runbooks reduce support burden and incident resolution time. Common runbooks: 'CI pipeline stuck', 'deployment failing', 'secrets not injecting'. Well-written runbooks enable tier-1 support to resolve common issues without escalating to platform engineers.
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What does 'the platform incident is handled by the platform team' imply for product teams?
Clear ownership of platform incidents reduces confusion during outages. When the CI system is down, product teams escalate to the platform team rather than investigating infrastructure they don't own. The platform team has the expertise and access to resolve it efficiently.