583 lines
20 KiB
HTML
583 lines
20 KiB
HTML
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<!DOCTYPE html>
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<!--[if (gt IE 9)|!(IE)]><!--> <html class="no-js" lang="en"> <!--<![endif]-->
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<head>
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<meta charset="utf-8">
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<title>Spearhead Systems Incident Response Documentation</title>
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<!-- Author and License -->
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<meta name="author" content="Spearhead Systems, Inc." />
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<meta name="dcterms.license" content="http://www.apache.org/licenses/LICENSE-2.0" />
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<!-- Page Description -->
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<meta name="description" content="A collection of information about the Spearhead Systems incident response process. Not only how to prepare new employees for on-call responsibilities, but also how to handle major incidents, both in preparation and after-work.">
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<meta name="keywords" content="spearhead, incident, response" />
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<meta name="robots" content="index, follow, noarchive" />
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<!-- Mobile -->
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<meta name="viewport" content="width=device-width, initial-scale=1.0, minimum-scale=1.0" />
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<meta name="theme-color" content="#1f293a" />
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<!-- Canonical Link -->
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<link rel="canonical" href="https://response.spearhead.systems/">
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<!-- Favicon -->
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<link rel="shortcut icon" type="image/x-icon" href="./assets/img/icon.png" />
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<link rel="icon" type="image/x-icon" href="./assets/img/icon.png" />
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<meta name="apple-mobile-web-app-title" content="Spearhead Systems Incident Response Documentation" />
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<link rel="apple-touch-icon" href="./assets/img/icon.png">
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<meta property="og:url" content="https://response.spearhead.systems/" />
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<meta property="og:title" content="Spearhead Systems Incident Response Documentation" />
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<meta property="og:site_name" content="Spearhead Systems Incident Response Documentation" />
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<meta property="og:description" content="A collection of information about the Spearhead Systems incident response process. Not only how to prepare new employees for on-call responsibilities, but also how to handle major incidents, both in preparation and after-work." />
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<meta property="og:image" content="https://response.spearhead.systems/assets/img/cover.png" />
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<meta property="og:locale" content="en_US" />
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<meta name="twitter:card" content="summary_large_image" />
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<meta name="twitter:title" content="Spearhead Systems Incident Response Documentation" />
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<meta name="twitter:description" content="A collection of information about the Spearhead Systems incident response process. Not only how to prepare new employees for on-call responsibilities, but also how to handle major incidents, both in preparation and after-work." />
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<meta name="twitter:image" content="https://response.spearhead.systems/assets/img/cover.png" />
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<style>
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@font-face {
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font-family: 'Icon';
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src: url('./assets/fonts/icon.eot?52m981');
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src: url('./assets/fonts/icon.eot?#iefix52m981')
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format('embedded-opentype'),
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url('./assets/fonts/icon.woff?52m981')
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format('woff'),
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url('./assets/fonts/icon.ttf?52m981')
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format('truetype'),
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url('./assets/fonts/icon.svg?52m981#icon')
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format('svg');
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font-weight: normal;
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font-style: normal;
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}
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</style>
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<link rel="stylesheet" href="./assets/stylesheets/application-a422ff04cc.css">
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<link rel="stylesheet" href="./assets/stylesheets/palettes-05ab2406df.css">
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<link rel="stylesheet" href="https://fonts.googleapis.com/css?family=Roboto:400,700|Roboto+Mono">
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<style>
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body, input {
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font-family: 'Roboto', Helvetica, Arial, sans-serif;
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}
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pre, code {
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font-family: 'Roboto Mono', 'Courier New', 'Courier', monospace;
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</style>
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<link rel="stylesheet" href="./assets/css/extra.css">
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<!-- Scripts -->
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<script src="./assets/javascripts/modernizr-4ab42b99fd.js"></script>
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</head>
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<body class="palette-primary-green palette-accent-blue-grey">
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<div class="backdrop">
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<div class="backdrop-paper"></div>
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</div>
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<input class="toggle" type="checkbox" id="toggle-drawer">
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<input class="toggle" type="checkbox" id="toggle-search">
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<label class="toggle-button overlay" for="toggle-drawer"></label>
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<header class="header">
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<nav aria-label="Header">
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<div class="bar default">
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<div class="button button-menu" role="button" aria-label="Menu">
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<label class="toggle-button icon icon-menu" for="toggle-drawer">
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<span></span>
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</label>
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</div>
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<div class="stretch">
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<div class="mainlogo">
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<a href="/" title="Go to homepage.">
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<img src="./assets/img/logo.png" title="Spearhead Systems" />
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</a>
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</div>
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<div class="title">
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<span class="">
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Incident Response
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</span>
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<span class="path">
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</span>
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</div>
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</div>
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<div class="button button-twitter" role="button" aria-label="Twitter">
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<a href="https://twitter.com/spearhead_sys" title="@spearhead_sys on Twitter" target="_blank" class="toggle-button icon icon-twitter"></a>
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</div>
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<div class="button button-github" role="button" aria-label="GitHub">
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<a href="https://github.com/spearheadsys" title="@spearheadsys on GitHub" target="_blank" class="toggle-button icon icon-github"></a>
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</div>
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<div class="button button-search" role="button" aria-label="Search">
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<label class="toggle-button icon icon-search" title="Search" for="toggle-search"></label>
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</div>
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</div>
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<div class="bar search">
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<div class="button button-close" role="button" aria-label="Close">
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<label class="toggle-button icon icon-back" for="toggle-search"></label>
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</div>
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<div class="stretch">
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<div class="field">
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<input class="query" type="text" placeholder="Search" autocapitalize="off" autocorrect="off" autocomplete="off" spellcheck="false">
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</div>
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</div>
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<div class="button button-reset" role="button" aria-label="Search">
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<button class="toggle-button icon icon-close" id="reset-search"></button>
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</div>
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</div>
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</nav>
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</header>
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<main class="main">
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<div class="drawer">
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<nav aria-label="Navigation">
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<a href="https://github.com/spearheadsys/issue-response-docs" class="project">
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<div class="banner">
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<div class="logo">
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<img src="./assets/img/icon.png">
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</div>
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<div class="name">
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<strong>
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Spearhead Systems Incident Response Documentation
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<span class="version">
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</span>
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</strong>
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<br>
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spearheadsys/issue-response-docs
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</div>
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</div>
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</a>
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<div class="scrollable">
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<div class="wrapper">
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<ul class="repo">
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<li class="repo-download">
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<a href="https://github.com/spearheadsys/issue-response-docs/archive/master.zip" target="_blank" title="Download" data-action="download">
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<i class="icon icon-download"></i> Download
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</a>
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</li>
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<li class="repo-stars">
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<a href="https://github.com/spearheadsys/issue-response-docs/stargazers" target="_blank" title="Stargazers" data-action="star">
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<i class="icon icon-star"></i> Stars
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<span class="count">–</span>
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</a>
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</li>
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</ul>
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<hr/>
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<div class="toc">
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<ul>
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<li>
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<a class="current" title="Home" href=".">
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Home
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</a>
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<ul>
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<li class="anchor">
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<a title="Being On-Call" href="#being-on-call">
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Being On-Call
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</a>
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</li>
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<li class="anchor">
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<a title="Before an Incident" href="#before-an-incident">
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Before an Incident
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</a>
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</li>
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<li class="anchor">
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<a title="During an Incident" href="#during-an-incident">
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During an Incident
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</a>
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</li>
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<li class="anchor">
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<a title="After an Incident" href="#after-an-incident">
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After an Incident
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</a>
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</li>
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<li class="anchor">
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<a title="Training" href="#training">
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Training
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</a>
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</li>
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<li class="anchor">
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<a title="Additional Reading" href="#additional-reading">
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Additional Reading
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</a>
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</li>
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</ul>
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</li>
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<li>
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<span class="section">On-Call</span>
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<ul>
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<li>
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<a class="" title="Being On-Call" href="oncall/being_oncall/">
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Being On-Call
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</a>
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</li>
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<li>
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<a class="" title="Alerting Principles" href="oncall/alerting_principles/">
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Alerting Principles
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</a>
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</li>
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</ul>
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</li>
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<li>
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<span class="section">Before an Incident</span>
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<ul>
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<li>
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<a class="" title="Severity Levels" href="before/severity_levels/">
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Severity Levels
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</a>
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</li>
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<li>
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<a class="" title="Different Roles" href="before/different_roles/">
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Different Roles
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</a>
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</li>
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<li>
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<a class="" title="Call Etiquette" href="before/call_etiquette/">
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Call Etiquette
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</a>
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</li>
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</ul>
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</li>
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<li>
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<span class="section">During an Incident</span>
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<ul>
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<li>
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<a class="" title="During An Incident" href="during/during_an_incident/">
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During An Incident
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</a>
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</li>
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<li>
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<a class="" title="Security Incident" href="during/security_incident_response/">
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Security Incident
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</a>
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</li>
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</ul>
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</li>
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<li>
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<span class="section">After an Incident</span>
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<ul>
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<li>
|
||
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<a class="" title="Post-Mortem Process" href="after/post_mortem_process/">
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||
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Post-Mortem Process
|
||
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</a>
|
||
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</li>
|
||
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<li>
|
||
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<a class="" title="Post-Mortem Template" href="after/post_mortem_template/">
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||
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Post-Mortem Template
|
||
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</a>
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||
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||
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</li>
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</ul>
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</li>
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<li>
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<span class="section">Training</span>
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||
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<ul>
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||
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<li>
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||
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<a class="" title="Overview" href="training/overview/">
|
||
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Overview
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||
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</a>
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||
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</li>
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<li>
|
||
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<a class="" title="Team Leader" href="training/team_leader/">
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||
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Team Leader
|
||
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</a>
|
||
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<article class="article">
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<div class="wrapper">
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<h1>Spearhead Systems Incident Response Documentation</h1>
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<p>This documentation covers parts of the Spearhead Systems Incident Response process. It is a copy of <a href="https://github.com/PagerDuty/incident-response-docs/">PagerDuty's</a> documentation and furthermore a cut-down version of our own internal documentation, used at Spearhead Systems for any issue (incident or service request), and to prepare new employees for on-call responsibilities. It provides information not only on preparing for an incident or service request, but also what to do during and after. It is intended to be used by those involved in our operational technical support response process (or those wishing to become part of our support team). See the <a href="about/">about page</a> for more information on what this documentation is and why it exists.
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This documentation is complementary to what is available in our <a href="https://sphsys.sharepoint.com">existing wiki</a> and other systems that have not been open sourced.</p>
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<div class="admonition note">
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<p class="admonition-title">Issue, Incident and Service Request</p>
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<p>At Spearhead we use the term <em>issue</em> to define any request from our customers. Issues fall into two categories: "Service Requests (SR)" and "Incidents (IN)". An IN will generally be an issue that has impact on the normal functioning of the business while a SR generally does not.</p>
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</div>
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<p><img alt="Incident Response at Spearhead Systems" src="./assets/img/headers/sph_ir.jpg" /></p>
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<h2 id="being-on-call">Being On-Call<a class="headerlink" href="#being-on-call" title="Permanent link">#</a></h2>
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<p>If you've never been on-call before or part of a support delivery team, you might be wondering what it's all about. These pages describe what the expectations are, along with some resources to help you.</p>
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||
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<ul>
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<li><a href="oncall/being_oncall/">Being On-Call</a> - <em>A guide to being on-call, both what your responsibilities are, and what they are not.</em></li>
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<li><a href="oncall/alerting_principles/">Alerting Principles</a> - <em>The principles we use to determine what things notify an engineer, and what time of day they do so.</em></li>
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</ul>
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<h2 id="before-an-incident">Before an Incident<a class="headerlink" href="#before-an-incident" title="Permanent link">#</a></h2>
|
||
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<p>Reading material for things you probably want to know before an incident occurs. You likely don't want to be reading these during an actual incident.</p>
|
||
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<ul>
|
||
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<li><a href="before/severity_levels/">Severity Levels</a> - <em>Information on our severity level classification. What constitutes a Low issue? What's a "Major Incident"?, etc.</em></li>
|
||
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<li><a href="before/different_roles/">Different Roles for Incidents</a> - <em>Information on the roles during an incident; Team Leader, Sysadmin, etc.</em></li>
|
||
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<li><a href="before/call_etiquette/">Incident Call Etiquette</a> - <em>Our etiquette guidelines for incident calls, before you find yourself in one.</em></li>
|
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</ul>
|
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<h2 id="during-an-incident">During an Incident<a class="headerlink" href="#during-an-incident" title="Permanent link">#</a></h2>
|
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<p>Information and processes during an incident.</p>
|
||
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<ul>
|
||
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<li><a href="during/during_an_incident/">During an Incident</a> - <em>Information on what to do during an incident, and how to constructively contribute.</em></li>
|
||
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<li><a href="during/security_incident_response/">Security Incident Response</a> - <em>Security incidents are handled differently to normal operational incidents.</em></li>
|
||
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</ul>
|
||
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<h2 id="after-an-incident">After an Incident<a class="headerlink" href="#after-an-incident" title="Permanent link">#</a></h2>
|
||
|
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<p>Our followup processes, how we make sure we don't repeat mistakes and are always improving.</p>
|
||
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<ul>
|
||
|
|
<li><a href="after/post_mortem_process/">Post-Mortem Process</a> - <em>Information on our post-mortem process; what's involved and how to write or run a post-mortem.</em></li>
|
||
|
|
<li><a href="after/post_mortem_template/">Post-Mortem Template</a> - <em>The template we use for writing our post-mortems for major incidents.</em></li>
|
||
|
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</ul>
|
||
|
|
<h2 id="training">Training<a class="headerlink" href="#training" title="Permanent link">#</a></h2>
|
||
|
|
<p>So, you want to learn about incident response? You've come to the right place.</p>
|
||
|
|
<ul>
|
||
|
|
<li><a href="training/overview/">Training Overview</a> - <em>An overview of our training guides and additional training material from third-parties.</em></li>
|
||
|
|
<li><a href="training/incident_commander.md">Incident Commander Training</a> - <em>A guide to becoming our next Incident Commander.</em></li>
|
||
|
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<li><a href="training/deputy.md">Deputy Training</a> - <em>How to be a deputy and back up the Incident Commander.</em></li>
|
||
|
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<li><a href="training/scribe/">Scribe Training</a> - <em>A guide to scribing.</em></li>
|
||
|
|
<li><a href="training/subject_matter_expert/">Subject Matter Expert Training</a> - <em>A guide on responsibilities and behavior for all participants in a major incident.</em></li>
|
||
|
|
<li><a href="training/glossary/">Glossary of Incident Response Terms</a> - <em>A collection of terms that you may hear being used, along with their definition.</em></li>
|
||
|
|
</ul>
|
||
|
|
<h2 id="additional-reading">Additional Reading<a class="headerlink" href="#additional-reading" title="Permanent link">#</a></h2>
|
||
|
|
<p>Useful material and resources from external parties that are relevant to incident response.</p>
|
||
|
|
<ul>
|
||
|
|
<li><a href="http://shop.oreilly.com/product/0636920036159.do">Incident Management for Operations</a> (O'Reilly)</li>
|
||
|
|
<li><a href="http://shop.oreilly.com/product/9780596001308.do">Incident Response</a> (O'Reilly)</li>
|
||
|
|
<li><a href="http://extfiles.etsy.com/DebriefingFacilitationGuide.pdf">Debriefing Facilitation Guide</a> (Etsy)</li>
|
||
|
|
<li><a href="https://www.fema.gov/national-incident-management-system">US National Incident Management System (NIMS)</a> (FEMA)</li>
|
||
|
|
<li><a href="https://www.heavybit.com/library/video/every-minute-counts-coordinating-herokus-incident-response/">Every Minute Counts: Leading Heroku's Incident Response</a> (Blake Gentry)</li>
|
||
|
|
</ul>
|
||
|
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<aside class="copyright" role="note">
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Copyright © Spearhead Systems, Inc. –
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