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.Decision
- On-call (OB4). Better Stack runs on-call. SEV1 pages 24/7.
- Severities (OB5). SEV1 to SEV4. Each has a Linear issue. A postmortem is written within five business days.
- Status page (OB6). A public status page starts at the first external customer.
- Runbooks (OB12). Generic runbooks are public. Environment-specific runbooks are private.
- Support tiers (OR11). Community, Business (next business day) and Enterprise (4-hour response on SEV1, 24/7).
- Channel (PP13). Stackra uses GitHub Discussions for community support.
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).
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.
Open questions
- 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.
Alternatives
- Enterprise 24/7 with the owner alone on call: not chosen; the gap analysis flags it.
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.