incident-response
Incident Response
Severity Levels
Assign a severity level immediately upon incident detection. Severity determines response urgency, communication cadence, and escalation path.
| Severity | Name | Description | Examples | Response Time | Update Cadence | Responders |
|---|---|---|---|---|---|---|
| P0 | Total Outage | Complete service unavailability. All users affected. Revenue-impacting. | Site completely down, data corruption, security breach with active exploitation | < 15 minutes | Every 15 minutes | All hands on deck, executive notification |
| P1 | Major Degradation | Core functionality severely impaired. Large portion of users affected. | Payment processing broken, authentication failing for most users, major data pipeline stalled | < 30 minutes | Every 30 minutes | On-call engineer + team lead, stakeholder notification |
| P2 | Partial Impact | Non-core functionality broken or core functionality degraded for a subset of users. | Search feature down, slow responses in one region, intermittent errors for some users | < 2 hours | Every 2 hours | On-call engineer |
| P3 | Minor Issue | Cosmetic issues, minor bugs, or issues with workarounds available. | UI glitch, non-critical background job delayed, minor data inconsistency | Next business day | Daily (if ongoing) | Assigned engineer |
Escalation Rules
- If a P2 is not resolved within 4 hours, escalate to P1.
- If a P1 is not resolved within 2 hours, escalate to P0.
- Any incident involving data breach or security compromise is automatically P0.
- When in doubt, over-classify. It is better to downgrade than to under-respond.
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