Incident Management
Implement effective incident management processes.
Incident Severity
| Severity | Impact | Response | Example |
|---|---|---|---|
| SEV1 | Total outage | Immediate, all-hands | Site down |
| SEV2 | Major degradation | Urgent, on-call | Feature broken |
| SEV3 | Minor impact | Standard | Slow performance |
| SEV4 | Minimal | Next business day | Cosmetic issue |
Incident Process
yaml
incident_workflow:
1_detect:
- Alerting triggers
- Customer reports
- Monitoring anomalies
2_triage:
- Severity assessment
- Impact determination
- Team notification
3_respond:
- Incident commander assigned
- Communication established
- Mitigation started
4_resolve:
- Root cause addressed
- Service restored
- Customer notified
5_review:
- Timeline documented
- Root cause analysis
- Action items created
Incident Commander
yaml
ic_responsibilities: - Own incident resolution - Coordinate response teams - Manage communication - Make escalation decisions - Schedule post-mortem
Post-Incident Review
markdown
## Incident Summary - Duration: - Impact: - Severity: ## Timeline ## Root Cause ## What Went Well ## What Could Be Improved ## Action Items | Item | Owner | Due Date |
Best Practices
- •Clear severity definitions
- •Defined escalation paths
- •Blameless post-mortems
- •Action item tracking
- •Regular training