[Productize] Finalize Support Plan, Escalation Path and Engagement Plan

Activity

Define and Test: How the Engineering team plans to provide technical assistance (about the service) to CEE and SRE (incl. HeatMaps and Escalation Paths). Define how Red Hat will support customer along each point of the customer journey, including: Onboarding, Adoption, and Renewal

Official Deliverable

Support Plan, Escalation Plan, and Engagement Plan

Primary Area: This is a collaborative effort - should be driven by Engineering and SRE, CEE/PxE and PM consulted

Examples / Best Practice

• Escalation Path, please refer to the consolidated SRE to Engineering escalation process: https://source.redhat.com/groups/public/openshiftplatformsre/wiki/how_to_sre_escalate_towards_engineering and contact Christophe Attias <cattias@redhat.com> to enable new cloud services with this process.
• Engagement plan - examples
• Support Plan - examples