An incident is when reality breaks its promise to your users. Understanding what qualifies—and what doesn't—determines whether you mobilize at 2 AM or file a ticket for Monday.
Severity levels are how organizations answer a question that's hard to ask directly: how scared should we be right now? Here's how to build a system that people actually use consistently.
What separates teams that recover quickly from those that spiral during outages isn't heroics—it's having clear processes that work when everyone's heart is pounding.
When systems fail, people can't see inside your war room—they can only see what you tell them. How to communicate during incidents so customers trust you, teams coordinate effectively, and stakeholders understand what's happening.
A status page transforms customer frustration into trust. Learn what makes one effective—and what mistakes teach customers to stop believing you.
MTTD measures how long incidents run wild before you notice. It's the gap between your users knowing something is wrong and you knowing—and every minute in that gap erodes trust.
MTTR measures how long your users suffer during an incident. Here's what actually determines resolution speed—and what to do about it.
Root cause analysis isn't about finding what broke—it's about finding where a small change would have prevented a big problem. The difference between fixing symptoms and fixing systems.
Incidents cost money and trust. Postmortems turn that cost into value—but only if you create conditions where people tell the truth about what happened.
Blame feels productive but trades learning for the illusion of resolution. Blameless culture asks what made the mistake possible—and that question changes everything.
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