AT&T DevEx

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Production Support

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Contact Production Support as soon as an issue is identified in production, including (but not limited to):

  • API request failures (4xx/5xx), errors, or unexpected responses
  • Timeouts
  • Increased latency / delayed responses
  • Intermittent failures
  • Service degradation affecting customers
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How to Raise a Production Support Request (Email)

Send an email to the following distribution lists:

Recommendation: Include both lists on the same email to ensure timely visibility and triage.

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Required Information to Include in the Email

Include the details below in the body of the email:

Impacted count

  • Number of impacted transactions/requests (approximate is acceptable)

Issue description / what is observed

  • What is happening and where it is observed (symptoms)
  • Specify whether it is API failures, delay in response, or timeouts
  • Include any error codes/messages if available

Business impact statement

  • Clear description of the business impact (e.g., unable to complete critical flows)

Customer impact

  • How many customers are seeing the issue (estimate)
  • Indicate severity: showstopper vs. workaround exists (and describe the workaround if applicable)

Issue start time

  • When the issue started (include time zone)
  • If intermittent, include the time window(s) observed
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Suggested Email Template 

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Subject: PROD Issue – [Client/System Name] – [API/Feature] – [Severity] – Started [Time, TZ]
To: DL-CTX-Tier-1-IDP@att.com ;  DL-SPT-SRE@att.com

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Body:
•	Environment: Production
•	Impacted Count: [# of impacted requests/transactions]
•	Issue Observed:
•	[API failures / delayed response / timeouts]
•	[Error codes/messages, if any]
•	[Example request IDs/correlation IDs/log snippets if available]
•	Business Impact: [Describe impact]
•	Customer Impact:
•	# Customers Impacted: [estimate]
•	Severity: [Showstopper / Workaround exists]
•	Workaround (if any): [describe Workaround Applied ]
•	Issue Start Time: [date/time + Timezone]
•	Additional Notes: [any recent changes/releases, patterns, frequency, regions, etc.]