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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 | |||