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Incident Handling: Difference between revisions
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* Non-critical incidents are acknowledged within 9 hours and resolved within one week. | * Non-critical incidents are acknowledged within 9 hours and resolved within one week. | ||
Checklist | === Acknowledging === | ||
Fully acknowledging a non-critical incident requires the following tasks to have been completed: | |||
* Acknowledging the incident on Zabbix | |||
* Add the non-critical incident as a milestone in the metrics sheet | |||
** Start date is the date of the incident | |||
** DoD states what needs to be true for the non-critical incident to be consider resolved | |||
* Add the non-critical incident to Lynx as a project | |||
** Tasks need to be added | |||
** Final tasks needs to have the SLO deadline set as 'contraint' | |||
** Project priority is set to 20 (as a default) | |||
** The tasks are estimated for SP | |||
* The Lynx project ID is reported in the non-critical incident's topic on Zulip | |||
* A Kimai activity is created in Kimai for the non-critical incident | |||
Checklist (outdated) | |||
# Acknowledge on Zabbix and state who is responsible for resolving this in the description | # 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 plan/next steps (even if that is gathering information) | ||