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This documentation covers parts of the Spearhead Systems Issue Response process. It is a copy of [PagerDuty's](https://github.com/PagerDuty/incident-response-docs/) 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, but also what to do during and after. It is intended to be used by on-call practitioners and those involved in an operational incident response process (or those wishing to enact a formal incident response process). See the [about page](about.md) for more information on what this documentation is and why it exists. This documentation is complementary to what is available in our [existing wiki](https://sphsys.sharepoint.com) and may not yet be open sourced. This documentation covers parts of the Spearhead Systems Incident Response process. It is a copy of [PagerDuty's](https://github.com/PagerDuty/incident-response-docs/) 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 on-call practitioners and those involved in our operational technical support response process (or those wishing to become part of our support team). See the [about page](about.md) for more information on what this documentation is and why it exists. This documentation is complementary to what is available in our [existing wiki](https://sphsys.sharepoint.com) that may not yet be open sourced.
!!! note "Issue, Incident and Service Request" !!! note "Issue, Incident and Service Request"
At Spearhead we use the term *issue* to define any request from our customers. Issues fall into two categories: "Service Requests (SR)" and "Incidents (IN)". Note that we use the term Incident to describe both a service request as well as incidents. For brevity we will use SR and IN throughout this documentation. At Spearhead we use the term *issue* 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.
A "service request" is usually initiated by a human and is generally not critical for the normal functioning of the business while an "incident" is an issue that is or can cause interruption to normal business functions. ![Incident Response at Spearhead Systems](./assets/img/headers/sph_ir.jpg)
![Issue Response at Spearhead Systems](./assets/img/headers/sph_ir.jpg)
## Being On-Call ## Being On-Call
If you've never been on-call before, you might be wondering what it's all about. These pages describe what the expectations of being on-call are, along with some resources to help you. 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.
* [Being On-Call](oncall/being_oncall.md) - _A guide to being on-call, both what your responsibilities are, and what they are not._ * [Being On-Call](oncall/being_oncall.md) - _A guide to being on-call, both what your responsibilities are, and what they are not._
* [Alerting Principles](oncall/alerting_principles.md) - _The principles we use to determine what things page an engineer, and what time of day they page._ * [Alerting Principles](oncall/alerting_principles.md) - _The principles we use to determine what things notify an engineer, and what time of day they do so._
## Before an Incident ## Before an Incident

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<a href="/" title="Go to homepage."> <a href="/" title="Go to homepage.">
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