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When something breaks in production, the goal is to restore service as quickly as possible — then understand why.

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Severity levels

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Responding to an alert

  1. Acknowledge the alert in your alerting tool to signal you’re on it.
  2. Assess severity — is this SEV-1/2 or lower?
  3. Open a war room — for SEV-1/2, create a Slack thread in #incidents and invite your on-call partner.
  4. Mitigate first — roll back, disable a feature flag, or scale up before diagnosing root cause.
  5. Communicate — post updates to #incidents every 15 minutes until resolved.
  6. Resolve and document — mark the incident resolved and file a postmortem for SEV-1/2.

On-call expectations

Rotation schedule, escalation paths, and what to do when you’re paged.

Postmortem process

How to write a blameless postmortem and drive follow-through.
Last modified on May 21, 2026