Major Incidents

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What it is

Major Incident management coordinates high impact outages, the situations where many customers or a critical service are affected at once. You declare a major incident, run it through a clear lifecycle, and keep everyone informed through a public status page instead of a flood of individual tickets.

Declaring and running an incident

  1. Declare a major incident directly, or promote an existing ticket into one when its scale becomes clear.
  2. Set the severity from P1 (most severe) to P3.
  3. Coordinate responders, post updates, and track the impacted services from a single place, so the whole response stays in one view.
  4. Publish updates to the public status page, which affected customers can watch to see progress without raising their own tickets.
  5. Resolve the incident and capture a review of what happened and what to improve.

Why a status page

During a widespread outage, a public status page cuts the inbound ticket load and reassures customers that the issue is known and being worked, which frees your team to focus on the fix.