Jargon Talk!
LGTM
Looks Good To Me
"perfect!!!"
lyndle@
This is the default go-to link used across GCS to raise a new GUTS support ticket with the EPE-ART team.
go/epe-issue
You just sat down at your desk in Manila for an on-site shift. To prove that you (T0 & T2) are actually present and working, you must log your attendance into not one, not two, but these three specific timekeeping systems.
SDP Console (Speakeasy), EyeStart (for onsite), and eStart (estart.concentrix.com)
This is the exact Google Group you must CC on all customer-created Speakeasy GUTS tickets, except when you are dealing with automated system alerts.
ccp-pm-leadership@google.com
CCB
Contact Center Business
"boogsh!!!"
pcuepo@
This is the official form they must fill out to request new inbound phone lines or toll-free numbers.
go/tfnrequest
This internal tool allows team members to track their daily compliance work by logging their exact efforts in minutes rather than converting them to hours.
WQ App (go/art-work-quantification)
These automated security alarms check to make sure someone hasn't manually granted themselves VIP permissions in Salesforce without an approved Ganpati group.
3P Trust Alerts
GUTS
Google Universal Ticket System
"fre"
konnot@
You send this instructional guide to the agent so they can correctly capture and export Chrome developer console logs to Google Drive.
go/getspeakeasylogs
The specific operational playbook we execute when a customer ignores our GUTS updates for multiple days, allowing us to safely close the ticket.
3-Strike Rule
LDAP of the CEO of Google and Alphabet
sundar@
SLO
Service Level Objective
"let's go men!!!"
chardan@
This legal regulations playbook outlines which CLI changes are allowed and which are blocked.
go/cli-strainer
You must absolutely inform this role before you escalate any issue and create a partner ticket for further investigations.
Incident Commander (IC)
Under our official EPE SLO guidelines, this is the maximum number of business days allowed to fully resolve a P1 ticket.
5 business days
IMAG
Incident Management at Google
"tanginang yan!!!"
kallelanthony@
An internal tool is where we track all of our ticket audits, snap/assist compliance, and QA feedback.
go/artqa
If the primary ART FTE On-call goes MIA during a P0 incident and doesn't answer your ping in 10 minutes, the team's escalation process says you should page them using this email syntax.
-pager@google.com