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575 lines
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Incident Response
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Alerting Principles
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Being On-Call
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<a class="current" title="Alerting Principles" href="./">
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Alerting Principles
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Examples
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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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Different Roles
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Call Etiquette
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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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<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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<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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Post-Mortem Process
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</a>
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<li>
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<a class="" title="Post-Mortem Template" href="../../after/post_mortem_template/">
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Post-Mortem Template
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</a>
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<li>
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<span class="section">Training</span>
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<ul>
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<li>
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<a class="" title="Overview" href="../../training/overview/">
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Overview
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</a>
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<li>
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<a class="" title="Team Leader" href="../../training/team_leader/">
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Team Leader
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</a>
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<a class="" title="Sysadmin" href="../../training/sysadmin/">
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Sysadmin
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<li>
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<a class="" title="Scribe" href="../../training/scribe/">
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Scribe
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</a>
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<li>
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<a class="" title="Subject Matter Expert" href="../../training/subject_matter_expert/">
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Subject Matter Expert
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</a>
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<a class="" title="Glossary" href="../../training/glossary/">
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Glossary
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<a class="" title="About" href="../../about/">
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About
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</nav>
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</div>
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<article class="article">
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<div class="wrapper">
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<h1>Alerting Principles</h1>
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<p>We manage how we get alerted based on many factors such as the customers contractual SLA, the urgency of their request or incident, etc.. <strong>an alert or notification is something which requires a human to perform an action</strong>. Based on the severity of the issue (service request or incident) we prioritize accordingly in <a href="http://doit.sphs.ro">DoIT</a>.</p>
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<div class="admonition warning">
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<p class="admonition-title">Major Priority Alerts</p>
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<p>Anything that wakes up a human in the middle of the night should be <strong>immediately human actionable</strong>. If it is none of those things, then we need to adjust the alert to not page at those times.</p>
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</div>
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<table>
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<thead>
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<tr>
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<th>Priority</th>
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<th>Alerts</th>
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<th>Response</th>
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</tr>
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</thead>
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<tbody>
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<tr>
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<td>Major</td>
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<td>Major-Priority Spearhead Alert 24/7/365.</td>
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<td>Requires <strong>immediate human action</strong>.</td>
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</tr>
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<tr>
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<td>Normal</td>
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<td>Normal-Priority Alert during <strong>business hours only</strong>.</td>
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<td>Requires human action that same working day.</td>
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</tr>
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<tr>
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<td>Minor</td>
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<td>Minor-Priority Alert 24/7/365.</td>
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<td>Requires human action at some point.</td>
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</tr>
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<tr>
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<td>Notification</td>
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<td>Suppressed Events. No response required.</td>
|
||
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<td>Informational only. We do not need these to clutter our ticketing or inboxes. If they are enabled they should be sent only to required/specific people, not groups.</td>
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</tr>
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</tbody>
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</table>
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<p>Both IN and SR (incidents, service requests) share the same priorities. The actual response / resolution times vary and are based upon contractual agreements with the customer. These details (SLA) are available in DoIT on the organization page of the respective customer.</p>
|
||
|
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<p>If you're setting up a new alert/notification, consider the chart above for how you want to alert people. Be mindful of not creating new high-priority alerts if they don't require an immediate response, for example.</p>
|
||
|
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<div class="admonition info">
|
||
|
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<p class="admonition-title">Alert Channels</p>
|
||
|
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<p>Presently we use email as the only notification method. This means keeping an eye on your email is essential!
|
||
|
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SMS and Push notifications are in the pipeline for DoIT. </p>
|
||
|
|
</div>
|
||
|
|
<h2 id="examples">Examples<a class="headerlink" href="#examples" title="Permanent link">#</a></h2>
|
||
|
|
<h4 id="production-service-is-failing-for-75-of-requests-automation-is-unable-to-resolve_">"Production service is failing for 75% of requests, automation is unable to resolve."_<a class="headerlink" href="#production-service-is-failing-for-75-of-requests-automation-is-unable-to-resolve_" title="Permanent link">#</a></h4>
|
||
|
|
<p>This would be a <strong>Major</strong> priority IN, requiring immediate human action to resolve.</p>
|
||
|
|
<p><img alt="Major Urgency" src="../../assets/img/screenshots/prio-high.png" /></p>
|
||
|
|
<h4 id="a-customer-sends-an-email-stating-that-production-server-disk-space-is-filling-expected-to-be-full-in-48-hours-log-rotation-is-insufficient-to-resolve">"A customer sends an email stating that "Production server disk space is filling, expected to be full in 48 hours. Log rotation is insufficient to resolve."<a class="headerlink" href="#a-customer-sends-an-email-stating-that-production-server-disk-space-is-filling-expected-to-be-full-in-48-hours-log-rotation-is-insufficient-to-resolve" title="Permanent link">#</a></h4>
|
||
|
|
<p>This would be a <strong>Normal</strong> priority SR, requiring human action soon, but not immediately.</p>
|
||
|
|
<p><img alt="Normal Urgency" src="../../assets/img/screenshots/prio-norm.png" /></p>
|
||
|
|
<h4 id="an-ssl-certificate-is-due-to-expire-in-one-week">"An SSL certificate is due to expire in one week."<a class="headerlink" href="#an-ssl-certificate-is-due-to-expire-in-one-week" title="Permanent link">#</a></h4>
|
||
|
|
<p>This would be a <strong>Minor</strong> priority SR, requiring human action some time soon.</p>
|
||
|
|
<p><img alt="Minor Urgency" src="../../assets/img/screenshots/prio-low.png" /></p>
|
||
|
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<aside class="copyright" role="note">
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Copyright © Spearhead Systems, Inc. –
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