Incident response/Lightweight report template

Incident response

• Incident status
• Quick reference
• In-depth reference
• Lightweight template
• Full template

Working group

• Process improvement (ONFIRE)

Escalate

• SRE/Incident escalation (officewiki)
• Contact list (officewiki)

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document status: draft

Summary

Incident metadata (see Incident Scorecard)

Incident ID	Lightweight report template	Start	YYYY-MM-DD hh:mm:ss
Task		End	YYYY-MM-DD hh:mm:ss
People paged		Responder count
Coordinators		Affected metrics/SLOs
Impact	Who was affected and how? For user-facing outages: Estimate how many queries were lost, which regions were affected, or which types of clients (editors? readers? bots?), etc. Do not assume the reader knows what your service is or who uses it.

Summary of what happened, in one or two paragraphs. Avoid assuming deep knowledge of the systems here, and try to differentiate between proximate causes and root causes.

Documentation:

• Todo (Link to relevant source code, graphs, or logs)

Actionables

Create a list of action items that will help prevent this from happening again as much as possible. Link to or create a Phabricator task for every step.

• To do #1 (TODO: Create task)
• To do #2 (TODO: Create task)

TODO: Add the #Sustainability (Incident Followup) and the #SRE-OnFIRE (Pending Review & Scorecard) Phabricator tag to these tasks.

Scorecard

Incident Engagement™ ScoreCard

Rubric	Question	Score
People	Were the people responding to this incident sufficiently different than the previous N incidents? (0/5pt)
	Were the people who responded prepared enough to respond effectively (0/5pt)
	Did fewer than 5 people get paged (0/5pt)?
	Were pages routed to the correct sub-team(s)?
	Were pages routed to online (working hours) engineers (0/5pt)? (score 0 if people were paged after-hours)
Process	Was the incident status section actively updated during the incident? (0/1pt)
	If this was a major outage noticed by the community, was the public status page updated? If the issue was internal, was the rest of the organization updated with relevant incident statuses? (0/1pt)
	Is there a phabricator task for the incident? (0/1pt)
	Are the documented action items assigned? (0/1pt)
	Is this a repeat of an earlier incident (-1 per prev occurrence)
	Is there an open task that would prevent this incident / make mitigation easier if implemented? (0/-1p per task)
Tooling	Did the people responding have trouble communicating effectively during the incident due to the existing or lack of tooling? (0/5pt)
	Did existing monitoring notify the initial responders? (1pt)
	Were all engineering tools required available and in service? (0/5pt)
	Was there a runbook for all known issues present? (0/5pt)
Total score