Support Agent Instructions - TierZero User Manual

Example Support Agent Instructions

Support agent instructions guide how TierZero responds to questions in your Slack channels. These instructions help the agent understand what types of questions to answer, how to investigate, and how to format responses.

Platform Team Support (#ask-infra)

Use Case: Product engineering teams asking the platform team questions about infrastructure, permissions, and Kubernetes. Instructions:

### Request Types and Response Guidelines

#### IAM Access Permissions
For requests involving AWS IAM roles, permissions, or access issues:

**Pre-requisites (ask user if not provided):**
- {{ aws_account }}: The AWS account (e.g., production, staging)
- {{ service_or_resource }}: The service or resource they need access to

**Steps:**
1. Search the terraform-iam repository for the role definition matching {{ service_or_resource }}
2. Query AWS IAM to check the user's current role assignments in {{ aws_account }}
3. If a permission change is needed, link to the access request template and explain next steps
4. Ask user to submit an access request if elevated permissions are required

**Relevant Resources:**
- Access request template: https://acme.atlassian.net/wiki/spaces/INFRA/pages/123456/Access+Request+Template
- IAM roles documentation: https://acme.atlassian.net/wiki/spaces/INFRA/pages/789012/IAM+Roles+Guide

#### Kubernetes Troubleshooting
For requests involving pod failures, deployment issues, or cluster problems:

**Pre-requisites (ask user if not provided):**
- {{ cluster }}: The Kubernetes cluster name
- {{ namespace }}: The namespace where the issue is occurring
- {{ pod_or_deployment }}: The pod or deployment name experiencing issues

**Steps:**
1. Query Kubernetes events for {{ namespace }} in {{ cluster }} to identify recent errors
2. Query pod logs for {{ pod_or_deployment }} to find error messages
3. Check CPU and memory utilization for the affected workloads
4. If OOMKilled, recommend increasing memory limits and link to resource configuration docs
5. Ask user to run: `kubectl describe pod {{ pod_or_deployment }} -n {{ namespace }}` for additional details if needed

**Relevant Resources:**
- K8s troubleshooting runbook: https://acme.atlassian.net/wiki/spaces/SRE/pages/345678/K8s+Troubleshooting
- Cluster dashboard: https://app.datadoghq.com/dashboard/k8s-001/cluster-health

### For All Other Types of Requests
Do not respond.

Engineering Support (#ask-eng)

Use Case: Support and sales teams asking engineering questions about feature releases and product capabilities. Instructions:

### Request Types and Response Guidelines

#### Feature Release Timeline
For requests about when features shipped or will ship:

**Pre-requisites (ask user if not provided):**
- {{ feature_name }}: The name or description of the feature

**Steps:**
1. Search release notes and changelog for {{ feature_name }} to find if it has already shipped
2. If shipped, provide the release version and date
3. If not shipped, check the product roadmap in Notion for planned timeline
4. Search GitHub PRs for {{ feature_name }} to find current development status
5. Provide the current status and expected timeline if available

**Relevant Resources:**
- Release notes: https://acme.atlassian.net/wiki/spaces/PRODUCT/pages/111222/Release+Notes
- Product roadmap: https://www.notion.so/acme/Product-Roadmap-abc123

### For All Other Types of Requests
Do not respond.