<metaproperty="og:title"content="About - Spearhead Systems Incident Response Documentation"/>
<metaproperty="og:site_name"content="Spearhead Systems Incident Response Documentation"/>
<metaproperty="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."/>
<metaname="twitter:title"content="About - Spearhead Systems Incident Response Documentation"/>
<metaname="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."/>
<p>This site documents parts of the Spearhead Systems technical support response process. It is a cut-down version of our internal documentation, used at Spearhead Systems for any incident or service request, and to prepare new employees for on-call responsibilities. It provides information not only on preparation but also what to do during and after.</p>
<p>This documentation is complementary to what is available in our <ahref="https://sphsys.sharepoint.com">existing wiki</a>.</p>
<h2id="what-is-this">What is this?<aclass="headerlink"href="#what-is-this"title="Permanent link">#</a></h2>
<p>A collection of pages detailing how to efficiently deal with any incident or service request that might arise, along with information on how to go on-call effectively. It provides lessons learned the hard way, along with training material for getting you up to speed quickly.</p>
<h2id="who-is-this-for">Who is this for?<aclass="headerlink"href="#who-is-this-for"title="Permanent link">#</a></h2>
<p>As a service provider Spearhead Systems deals with technical support requests on a daily basis. The reason we exist is to deliver our technical support services which boils down to responsind to incidents and service requests. We want to deliver a smooth and seamless experience for resolving our customers issues therefore this documentation is a guideline for how we handle these requests. This documentation will give you a head start on how to deal with issues in a way which leads to the fastest possible recovery time.</p>
<h2id="what-is-covered">What is covered?<aclass="headerlink"href="#what-is-covered"title="Permanent link">#</a></h2>
<p>Anything from preparing to <ahref="../oncall/being_oncall/">go on-call</a>, definitions of <ahref="../before/severity_levels/">severities</a>, incident <ahref="../before/call_etiquette/">call etiquette</a>, all the way to how to run a <ahref="../after/post_mortem_process/">post-mortem</a>, providing a <ahref="../after/post_mortem_template/">post-mortem template</a> and even a <ahref="../during/security_incident_response/">security incident response process</a>.</p>
<h2id="what-is-missing">What is missing?<aclass="headerlink"href="#what-is-missing"title="Permanent link">#</a></h2>
<p>Lots, dig in an help us complete the picture. We can migrate most processes from Sharepoint here. We're also looking for experienced operations/support people who are willing to share their experience with us and help us provide a better support service.</p>
<p>This documentation is provided under the Apache License 2.0. In plain English that means you can use and modify this documentation and use it both commercially and for private use. However, you must include any original copyright notices, and the original LICENSE file.</p>
<p>Whether you are a Spearhead Systems customer or not, we want you to have the ability to use this documentation internally at your own company. You can view the source code for all of this documentation on our GitHub account, feel free to fork the repository and use it as a base for your own internal documentation.</p>
<p>Please also check-out <ahref="https://github.com/PagerDuty/incident-response-docs/">PagerDuty's</a> response documentation which has made our own efforts in documenting our process much easier.</p>
