Incident Handling: Difference between revisions
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(Created page with "* Critical incidents are resolved within 16 hours. * Non-critical incidents are diagnosed within 9 hours and resolved within one week.") |
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== Critical incidents == | |||
* Critical incidents are resolved within 16 hours. | * Critical incidents are resolved within 16 hours. | ||
* Non-critical incidents are | |||
Checklist | |||
# Acknowledge on Zabbix and state who is responsible for resolving this in the description | |||
# Determine affected clients | |||
# Communicate to affected clients that the issue is being investigated | |||
# Communicate plan/next steps (even if that is gathering information) | |||
# Communicate findings/results of executed plan, go back to previous step if not resolved | |||
# Resolve incident | |||
== Non-Critical incidents == | |||
* Non-critical incidents are acknowledged within 9 hours and resolved within one week. | |||
Checklist | |||
# Acknowledge on Zabbix and state who is responsible for resolving this in the description | |||
# Communicate plan/next steps (even if that is gathering information) | |||
# Communicate findings/results of executed plan, go back to previous step if not resolved | |||
# Resolve incident | |||
== Informational incidents == | |||
* Informational incidents are acknowledged within 72 hours | |||
Checklist | |||
# Acknowledge on Zabbix | |||
# Sanity check the event, post result in thread | |||
Revision as of 06:12, 4 August 2023
Critical incidents
- Critical incidents are resolved within 16 hours.
Checklist
- Acknowledge on Zabbix and state who is responsible for resolving this in the description
- Determine affected clients
- Communicate to affected clients that the issue is being investigated
- Communicate plan/next steps (even if that is gathering information)
- Communicate findings/results of executed plan, go back to previous step if not resolved
- Resolve incident
Non-Critical incidents
- Non-critical incidents are acknowledged within 9 hours and resolved within one week.
Checklist
- Acknowledge on Zabbix and state who is responsible for resolving this in the description
- Communicate plan/next steps (even if that is gathering information)
- Communicate findings/results of executed plan, go back to previous step if not resolved
- Resolve incident
Informational incidents
- Informational incidents are acknowledged within 72 hours
Checklist
- Acknowledge on Zabbix
- Sanity check the event, post result in thread