Incident Response Framework
How we detect, triage, and resolve incidents before your team even wakes up.
Response Philosophy
Most managed providers forward alerts and wait. We operate a detect → assess → contain → remediate → review cycle with defined ownership at every stage. P1 incidents are triaged on priority. Not acknowledged, triaged.
The Five-Stage Response Cycle
Detect
Multi-signal monitoring catches the anomaly. Not just threshold alerts. Pattern-based detection that correlates across metrics, logs, and traces.
Assess
Rapid severity classification. Business impact analysis, blast radius estimation, and dependency mapping to understand what's affected and who needs to know.
Contain
Isolate the failure domain. Traffic rerouting, failover activation, or resource isolation. Whatever stops the bleeding before a fix is in place.
Remediate
Apply the fix: rollback, patch, scaling action, or configuration change. Every remediation follows the change governance framework with documented approval trails.
Review
A blameless post-incident review follows every significant incident. Root cause analysis, timeline reconstruction, and concrete action items to prevent recurrence.
Severity Levels & Triage Priorities
| Severity | Definition | Triage Priority | Update Cadence |
|---|---|---|---|
| P1: Critical | Service down, data at risk, or revenue-impacting | Top priority | Every 30 min |
| P2: High | Degraded performance or partial service impact | High priority | Every 2 hours |
| P3: Medium | Non-critical issue with workaround available | Standard | Daily |
| P4: Low | Improvement request or cosmetic issue | Scheduled | Weekly |
Your Team's Role During Incidents
We handle the technical response. Your team makes business decisions: whether to invoke DR, approve emergency changes, or communicate to customers. Clear separation of concerns means faster resolution and less chaos.
"When something breaks at 3 AM, we're already on it. Your team sleeps while we restore."