Tech:Incidents/Template

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Summary[edit source]

Provide a summary of the incident:

  • What services were affected?
  • How long was there a visible outage?
  • Was it caused by human error, supply/demand issues or something unknown currently?
  • Was the incident aggravated by human contact, users or investigating?

Timeline[edit source]

Provide a timeline of everything that happened from the first reports to the resolution of the incident. If the time of the very first incident is know (previous incident, the time the service failed, time a patch was applied), include it as well. Time should be in 24-hour standard based on the UTC timezone.

Quick facts[edit source]

Provide any relevant quick facts that may be relevant:

  • Are there any known issues with the service in production?
  • Was the cause preventable by us?
  • Have there been any similar incidents?

Conclusions[edit source]

Provide conclusions that have been drawn from this incident only:

  • Was the incident preventable? If so, how?
  • Is the issue rooted in our infrastructure design?
  • State any weaknesses and how they can be addressed.
  • State any strengths and how they prevented or assisted in investigating the incident.

Actionables[edit source]

List all things we can do immediately (or in our current state) to prevent this occurring again. Include links to Phabricator issues which should go into more detail, these should only be one line notes! e.g. "<link|#1>: Monitor service responses with GDNSD and pool/depool servers based on these."

Meta[edit source]

  • Who responded to this incident?
  • What services were affected?
  • Who, therefore, needs to review this report?
  • Timestamp.