INCIDENT RESPONSE PHILOSOPHY
Effective communication and planning
When major issues are afoot, the company needs to know what is going on as quickly as possible, and you need to get key services back up and healthy all art the same time. This takes some planning to correctly orchestrate. From dedicated roles for certain team members to procedures to follow, you can ensure your operations team is trusted to handle the crisis.
Prevention
The best and first philosophy you should have around incidents is ensuring they never happen.
​
-
It all starts with ensuring your software is designed and architected to be stable so you can reduce outages.
-
Monitoring and alerting are another big piece of making sure your customers do not notice outages.
Response
How you respond and communicate can make or break the image of your company in the eyes of your customers.
​
-
Creating a practiced playbook in which you respond to any major crisis will shorten your response time.
-
Effectively communicating about an outage will let your customers know you own the problem and are actively working to fix.
-
There is an art to communicating during an emergency to ensure the different stakeholders fully understand the situation.