Incidents are time-boxed, blameless, and action-oriented. Prioritize user impact and clear communication.
Severity Levels
- SEV1: critical outage or security event; executive comms required.
- SEV2: major degradation; workarounds available.
- SEV3: localized or minor impact.
Communication
- Start an incident channel; assign an incident commander.
- Publish user-facing updates at a fixed cadence.
- Document decisions, mitigations, and timelines.
Timelines
Mitigate first, then investigate. Write a brief post-incident review within 48 hours with concrete follow-ups and owners.
Reminder
If safety is impacted (e.g., data exposure risk), escalate to Security immediately and follow breach procedures.