From 259921f8e1e7481b316d4038cd3fca539b65615e Mon Sep 17 00:00:00 2001 From: Marius Pana Date: Sun, 13 Aug 2017 19:28:48 +0200 Subject: [PATCH] Deployed 5f961d2 with MkDocs version: 0.16.3 --- .DS_Store | Bin 0 -> 6148 bytes 404.html | 34 +++---- about/index.html | 9 +- after/post_mortem_process/index.html | 2 +- after/post_mortem_template/index.html | 37 ++------ before/call_etiquette/index.html | 22 +++-- before/different_roles/index.html | 17 ++-- before/severity_levels/index.html | 10 +- during/during_an_incident/index.html | 20 ++-- during/security_incident_response/index.html | 13 +-- index.html | 8 +- mkdocs/search_index.json | 93 +++++++++---------- oncall/alerting_principles/index.html | 8 +- oncall/being_oncall/index.html | 70 +++++++------- sitemap.xml | 34 +++---- 15 files changed, 179 insertions(+), 198 deletions(-) create mode 100644 .DS_Store diff --git a/.DS_Store b/.DS_Store new file mode 100644 index 0000000000000000000000000000000000000000..01b019f672030a3ab1ecb2b65df6d16df651eb74 GIT binary patch literal 6148 zcmeHKOHRX33>-s+DzWL3<+}nmh^lgeUI0)_g@jV6rCn#owHbdvEh$?TXdKy-%(LH9 zW)a5#Y<^hX12X_qx+6Y3jLp~GM|M@rHPK>^ckGYLUH`W2H>2#!gxB8S342~^oY!+t zu04}~!4^BLPxj8W6%OQI(PQ&t?eb}2rGONW0#ZNLn7U{4qQBev=fpZ0X_NL9e|3A=wng2aUCIzIxKUKgci{)a@m#f}7dQI=Ojs8gg qGUi4)L$qRIv|>JZE519)Yktr5u5d_ - + Home @@ -228,7 +228,7 @@
  • - + Being On-Call @@ -237,7 +237,7 @@
  • - + Alerting Principles @@ -255,7 +255,7 @@
  • - + Severity Levels @@ -264,7 +264,7 @@
  • - + Different Roles @@ -273,7 +273,7 @@
  • - + Call Etiquette @@ -291,7 +291,7 @@
  • - + During An Incident @@ -300,7 +300,7 @@
  • - + Security Incident @@ -318,7 +318,7 @@
  • - + Post-Mortem Process @@ -327,7 +327,7 @@
  • - + Post-Mortem Template @@ -345,7 +345,7 @@
  • - + Overview @@ -354,7 +354,7 @@
  • - + Team Leader @@ -363,7 +363,7 @@
  • - + Sysadmin @@ -372,7 +372,7 @@
  • - + Scribe @@ -381,7 +381,7 @@
  • - + Subject Matter Expert @@ -390,7 +390,7 @@
  • - + Glossary @@ -403,7 +403,7 @@
  • - + About diff --git a/about/index.html b/about/index.html index e85752e..401681d 100644 --- a/about/index.html +++ b/about/index.html @@ -468,21 +468,22 @@

    About

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    This site documents parts of the Spearhead Systems Issue 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.

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    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.

    This documentation is complementary to what is available in our existing wiki.

    What is this?#

    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.

    Who is this for?#

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    It is intended for on-call practitioners and those involved in an operational incident or service request response process, or those wishing to enact a formal incident response process. Specifically this is for all of our Technical Support staff.

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    It is intended for our technical support staff and customers/partners looking for more details regarding our support process.

    Why do I need it?#

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    As a service provider Spearhead Systems deals with service requests on a daily basis. The reason we exist is to deliver a service which in most cases boils down 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 allow you give you a head start on how to deal with issues in a way which leads to the fastest possible recovery time.

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    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.

    What is covered?#

    Anything from preparing to go on-call, definitions of severities, incident call etiquette, all the way to how to run a post-mortem, providing a post-mortem template and even a security incident response process.

    What is missing?#

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    Lots, dig in an help us complete the picture. We can migrate most processes from Sharepoint here.

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    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.

    License#

    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.

    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.

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    Please also check-out PagerDuty's response documentation which has made our own efforts in documenting our process much easier.