Incident Response
An incident is an unplanned event that degrades customer experience, security, or a critical internal capability.
Severity levels
Section titled “Severity levels”| Severity | Example | Response target |
|---|---|---|
| SEV-1 | Orbit is unavailable for many customers | 10 minutes |
| SEV-2 | A major workflow is degraded | 30 minutes |
| SEV-3 | Limited defect with a workaround | Next business day |
Response roles
Section titled “Response roles”- Incident lead: coordinates priorities and decisions.
- Technical lead: directs diagnosis and mitigation.
- Communications lead: publishes stakeholder updates.
First actions
Section titled “First actions”- Declare the severity and open an incident channel.
- Assign the three response roles.
- Describe impact using known facts only.
- Stabilize the service before pursuing every cause.
- Set the next update time.
After recovery, schedule a blameless review and track corrective actions to completion.