How you respond to, categorize, and solve incidents of differing severity can significantly affect your operations during an event. Use a centralized incident management system for effective tracking throughout the incident lifecycle. For more information, see Manage incidents and problems.
Review best practices when working with Customer Care
Work with your Cloud Customer Care team and your TAM for additional support. If you're creating a support case, make sure to provide detailed and specific information to make it easier for the Customer Care team to respond to you quickly and efficiently. To get immediate attention from Google, consider choosing "P1" for the support case priority. You can always downgrade the priority later. For more information, see Best practices for working with Customer Care.
Create a communication plan
Establish clear incident response procedures including clear roles and responsibilities, communication protocols, and escalation paths. Create a virtual chat room or conference call for cross-collaboration and communication between teams and vendors so that there's a channel for updates and progress reports.
Ensure access
Resolve any authentication and access issues before your event. Make sure that you have granted the appropriate permissions to users, developers, operators, data scientists, security administrators, network administrators, and any other roles in your organization. This includes the ability to create support cases, troubleshoot issues, and access your disaster recovery environment.
Review your contacts
Many Google Cloud offerings, such as Cloud Billing, send out notifications to share important information with Google Cloud users. By default, these notifications are sent to members with certain Identity and Access Management (IAM) roles. With Essential Contacts, you can customize who receives notifications by providing your own list of contacts. Make sure to review your contacts ahead of your event and modify them as needed. For more information, see Managing contacts for notifications.
Enable Personalized Service Health
Personalized Service Health lets you identify Google Cloud service disruptions relevant to your projects so that you can manage and respond to them efficiently. For more information, see the Personalized Service Health overview.
Make sure that you have enabled the Service Health API ahead of your event and that your organization can access the dashboard and configure alerts. For more information, see Manage Personalized Service Health access.