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Context

The owner’s answers OB4 to OB6, OB12, OR11, PP13 (mem L558, L560, L563, L578, 2026-10-20) fix the on-call tool, the severity levels, the postmortem rule, the public runbook split and the support tiers. The gap analysis (P1-9 and P1-14) notes that the team is one owner plus agents, so the Enterprise 24/7 tier needs a second human before it is sold.

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Decision

  1. On-call (OB4). Better Stack runs on-call. SEV1 pages 24/7.
  2. Severities (OB5). SEV1 to SEV4. Each has a Linear issue. A postmortem is written within five business days.
  3. Status page (OB6). A public status page starts at the first external customer.
  4. Runbooks (OB12). Generic runbooks are public. Environment-specific runbooks are private.
  5. Support tiers (OR11). Community, Business (next business day) and Enterprise (4-hour response on SEV1, 24/7).
  6. Channel (PP13). Stackra uses GitHub Discussions for community support.

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Consequences

  • A public runbook can be read by a customer, so environment details stay private.
  • Enterprise 24/7 is a promise, so it is not sold until a second on-call person or an outside provider exists (open question 1).

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Enforcement

planned — the Better Stack on-call schedule and the status page are configured in @stackra/infra-observability (ADR 0171); the runbook split is checked when runbooks are published.

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Open questions

  1. Do not sell the Enterprise 24/7 tier until a second on-call human or an outside provider exists (gap analysis P1-9). The owner decides.

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Alternatives

  • Enterprise 24/7 with the owner alone on call: not chosen; the gap analysis flags it.

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Supersedes and sources

Supersedes: none. Sources: owner answers OB4–OB6, OB12, OR11, PP13 (stackra-decisions-2026-10-19.md L558, L560, L563, L578, 2026-10-20); gap analysis P1-9 and P1-14.