Incident management

During an outage, coordination and clear communication matter as much as technical diagnosis. We prepare alert thresholds, runbooks and communication flows in advance, contain user impact first during an incident, and follow through with root-cause analysis and permanent fixes.

Scope of service

• Multi-channel detection from alerts, synthetic checks and user signal
• A defined flow through trigger, triage, mitigation and permanent fix
• The incident-commander model with a single communication channel
• A written escalation matrix based on severity
• Transparent customer communication through a status page
• Blameless post-mortems with owned, tracked actions
• Regular alert tuning informed by incident reviews

What happens when an incident starts

1. 1

   Detection and ownership

   When an alert, synthetic check or user report arrives, the on-call specialist takes ownership, sets severity and opens a single communication channel.

2. 2

   Coordination and mitigation

   For P1 incidents, an incident commander leads coordination and status page updates while the team mitigates user impact first.

3. 3

   Post-mortem and action tracking

   After the incident, we run a blameless post-mortem, document the timeline and root cause, and track permanent actions in the product backlog.

Tooling

On-call and escalation

PagerDuty

Alerting and metrics

PrometheusAlertmanagerGrafana

Logs and tracing

LokiOpenSearchOpenTelemetry

Synthetic monitoring, status page and incident communication

UptimeWarden