548 lines
17 KiB
HTML
548 lines
17 KiB
HTML
<!DOCTYPE html>
|
|
<!--[if lt IE 7 ]><html class="no-js ie6"><![endif]-->
|
|
<!--[if IE 7 ]><html class="no-js ie7"><![endif]-->
|
|
<!--[if IE 8 ]><html class="no-js ie8"><![endif]-->
|
|
<!--[if IE 9 ]><html class="no-js ie9"><![endif]-->
|
|
<!--[if (gt IE 9)|!(IE)]><!--> <html class="no-js" lang="en"> <!--<![endif]-->
|
|
<head>
|
|
<meta charset="utf-8">
|
|
|
|
<title>About - Spearhead Systems Incident Response Documentation</title>
|
|
|
|
<!-- Author and License -->
|
|
<meta name="author" content="Spearhead Systems, Inc." />
|
|
<meta name="dcterms.license" content="http://www.apache.org/licenses/LICENSE-2.0" />
|
|
|
|
<!-- Page Description -->
|
|
|
|
<meta name="keywords" content="spearhead, incident, response" />
|
|
<meta name="robots" content="index, follow, noarchive" />
|
|
|
|
<!-- Mobile -->
|
|
<meta name="viewport" content="width=device-width, initial-scale=1.0, minimum-scale=1.0" />
|
|
<meta name="theme-color" content="#1f293a" />
|
|
|
|
<!-- Canonical Link -->
|
|
<link rel="canonical" href="https://response.spearhead.systems/about/">
|
|
|
|
<!-- Favicon -->
|
|
|
|
<link rel="shortcut icon" type="image/x-icon" href="../assets/img/icon.png" />
|
|
<link rel="icon" type="image/x-icon" href="../assets/img/icon.png" />
|
|
|
|
<!-- Apple -->
|
|
<meta name="apple-mobile-web-app-title" content="Spearhead Systems Incident Response Documentation" />
|
|
<meta name="apple-mobile-web-app-capable" content="yes" />
|
|
<meta name="apple-mobile-web-app-status-bar-style" content="black-translucent" />
|
|
<link rel="apple-touch-icon" href="../assets/img/icon.png">
|
|
|
|
<!-- Open Graph -->
|
|
<meta property="og:url" content="https://response.spearhead.systems/about/" />
|
|
<meta property="og:title" content="About - Spearhead Systems Incident Response Documentation" />
|
|
<meta property="og:site_name" content="Spearhead Systems Incident Response Documentation" />
|
|
<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." />
|
|
<meta property="og:image" content="https://response.spearhead.systems/assets/img/cover.png" />
|
|
<meta property="og:locale" content="en_US" />
|
|
<meta property="og:type" content="website" />
|
|
|
|
<!-- Twitter -->
|
|
<meta name="twitter:card" content="summary_large_image" />
|
|
<meta name="twitter:title" content="About - Spearhead Systems Incident Response Documentation" />
|
|
<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." />
|
|
<meta name="twitter:image" content="https://response.spearhead.systems/assets/img/cover.png" />
|
|
|
|
<!-- Style -->
|
|
<style>
|
|
@font-face {
|
|
font-family: 'Icon';
|
|
src: url('../assets/fonts/icon.eot?52m981');
|
|
src: url('../assets/fonts/icon.eot?#iefix52m981')
|
|
format('embedded-opentype'),
|
|
url('../assets/fonts/icon.woff?52m981')
|
|
format('woff'),
|
|
url('../assets/fonts/icon.ttf?52m981')
|
|
format('truetype'),
|
|
url('../assets/fonts/icon.svg?52m981#icon')
|
|
format('svg');
|
|
font-weight: normal;
|
|
font-style: normal;
|
|
}
|
|
</style>
|
|
<link rel="stylesheet" href="../assets/stylesheets/application-a422ff04cc.css">
|
|
|
|
<link rel="stylesheet" href="../assets/stylesheets/palettes-05ab2406df.css">
|
|
|
|
|
|
|
|
|
|
|
|
<link rel="stylesheet" href="https://fonts.googleapis.com/css?family=Roboto:400,700|Roboto+Mono">
|
|
<style>
|
|
body, input {
|
|
font-family: 'Roboto', Helvetica, Arial, sans-serif;
|
|
}
|
|
pre, code {
|
|
font-family: 'Roboto Mono', 'Courier New', 'Courier', monospace;
|
|
}
|
|
</style>
|
|
|
|
|
|
<link rel="stylesheet" href="../assets/css/extra.css">
|
|
|
|
|
|
<!-- Scripts -->
|
|
<script src="../assets/javascripts/modernizr-4ab42b99fd.js"></script>
|
|
|
|
</head>
|
|
|
|
|
|
|
|
<body class="palette-primary-green palette-accent-blue-grey">
|
|
|
|
|
|
|
|
|
|
<div class="backdrop">
|
|
<div class="backdrop-paper"></div>
|
|
</div>
|
|
<input class="toggle" type="checkbox" id="toggle-drawer">
|
|
<input class="toggle" type="checkbox" id="toggle-search">
|
|
<label class="toggle-button overlay" for="toggle-drawer"></label>
|
|
<header class="header">
|
|
<nav aria-label="Header">
|
|
<div class="bar default">
|
|
<div class="button button-menu" role="button" aria-label="Menu">
|
|
<label class="toggle-button icon icon-menu" for="toggle-drawer">
|
|
<span></span>
|
|
</label>
|
|
</div>
|
|
<div class="stretch">
|
|
<div class="mainlogo">
|
|
<a href="/" title="Go to homepage.">
|
|
<img src="../assets/img/logo.png" title="Spearhead Systems" />
|
|
</a>
|
|
</div>
|
|
<div class="title">
|
|
<span class="path">
|
|
Incident Response
|
|
<i class="icon icon-link"></i>
|
|
</span>
|
|
|
|
<span class="path">
|
|
|
|
</span>
|
|
|
|
About
|
|
</div>
|
|
</div>
|
|
|
|
|
|
<div class="button button-twitter" role="button" aria-label="Twitter">
|
|
<a href="https://twitter.com/spearhead_sys" title="@spearhead_sys on Twitter" target="_blank" class="toggle-button icon icon-twitter"></a>
|
|
</div>
|
|
|
|
|
|
|
|
<div class="button button-github" role="button" aria-label="GitHub">
|
|
<a href="https://github.com/spearheadsys" title="@spearheadsys on GitHub" target="_blank" class="toggle-button icon icon-github"></a>
|
|
</div>
|
|
|
|
<div class="button button-search" role="button" aria-label="Search">
|
|
<label class="toggle-button icon icon-search" title="Search" for="toggle-search"></label>
|
|
</div>
|
|
</div>
|
|
<div class="bar search">
|
|
<div class="button button-close" role="button" aria-label="Close">
|
|
<label class="toggle-button icon icon-back" for="toggle-search"></label>
|
|
</div>
|
|
<div class="stretch">
|
|
<div class="field">
|
|
<input class="query" type="text" placeholder="Search" autocapitalize="off" autocorrect="off" autocomplete="off" spellcheck="false">
|
|
</div>
|
|
</div>
|
|
<div class="button button-reset" role="button" aria-label="Search">
|
|
<button class="toggle-button icon icon-close" id="reset-search"></button>
|
|
</div>
|
|
</div>
|
|
</nav>
|
|
</header>
|
|
<main class="main">
|
|
|
|
<div class="drawer">
|
|
<nav aria-label="Navigation">
|
|
|
|
<a href="https://github.com/spearheadsys/issue-response-docs" class="project">
|
|
<div class="banner">
|
|
|
|
<div class="logo">
|
|
<img src="../assets/img/icon.png">
|
|
</div>
|
|
|
|
<div class="name">
|
|
<strong>
|
|
Spearhead Systems Incident Response Documentation
|
|
<span class="version">
|
|
|
|
</span>
|
|
</strong>
|
|
|
|
<br>
|
|
spearheadsys/issue-response-docs
|
|
|
|
</div>
|
|
</div>
|
|
</a>
|
|
<div class="scrollable">
|
|
<div class="wrapper">
|
|
|
|
<ul class="repo">
|
|
<li class="repo-download">
|
|
|
|
|
|
<a href="https://github.com/spearheadsys/issue-response-docs/archive/master.zip" target="_blank" title="Download" data-action="download">
|
|
<i class="icon icon-download"></i> Download
|
|
</a>
|
|
|
|
</li>
|
|
<li class="repo-stars">
|
|
<a href="https://github.com/spearheadsys/issue-response-docs/stargazers" target="_blank" title="Stargazers" data-action="star">
|
|
<i class="icon icon-star"></i> Stars
|
|
<span class="count">–</span>
|
|
</a>
|
|
</li>
|
|
</ul>
|
|
<hr/>
|
|
|
|
<div class="toc">
|
|
<ul>
|
|
|
|
|
|
<li>
|
|
<a class="" title="Home" href="..">
|
|
Home
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<span class="section">On-Call</span>
|
|
<ul>
|
|
|
|
|
|
<li>
|
|
<a class="" title="Being On-Call" href="../oncall/being_oncall/">
|
|
Being On-Call
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Alerting Principles" href="../oncall/alerting_principles/">
|
|
Alerting Principles
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
</ul>
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<span class="section">Before an Incident</span>
|
|
<ul>
|
|
|
|
|
|
<li>
|
|
<a class="" title="Severity Levels" href="../before/severity_levels/">
|
|
Severity Levels
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Different Roles" href="../before/different_roles/">
|
|
Different Roles
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Call Etiquette" href="../before/call_etiquette/">
|
|
Call Etiquette
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
</ul>
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<span class="section">During an Incident</span>
|
|
<ul>
|
|
|
|
|
|
<li>
|
|
<a class="" title="During An Incident" href="../during/during_an_incident/">
|
|
During An Incident
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Security Incident" href="../during/security_incident_response/">
|
|
Security Incident
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
</ul>
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<span class="section">After an Incident</span>
|
|
<ul>
|
|
|
|
|
|
<li>
|
|
<a class="" title="Post-Mortem Process" href="../after/post_mortem_process/">
|
|
Post-Mortem Process
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Post-Mortem Template" href="../after/post_mortem_template/">
|
|
Post-Mortem Template
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
</ul>
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<span class="section">Training</span>
|
|
<ul>
|
|
|
|
|
|
<li>
|
|
<a class="" title="Overview" href="../training/overview/">
|
|
Overview
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Team Leader" href="../training/team_leader/">
|
|
Team Leader
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Sysadmin" href="../training/sysadmin/">
|
|
Sysadmin
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Scribe" href="../training/scribe/">
|
|
Scribe
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Subject Matter Expert" href="../training/subject_matter_expert/">
|
|
Subject Matter Expert
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="" title="Glossary" href="../training/glossary/">
|
|
Glossary
|
|
</a>
|
|
|
|
</li>
|
|
|
|
|
|
</ul>
|
|
</li>
|
|
|
|
|
|
|
|
<li>
|
|
<a class="current" title="About" href="./">
|
|
About
|
|
</a>
|
|
|
|
|
|
|
|
<ul>
|
|
|
|
<li class="anchor">
|
|
<a title="What is this?" href="#what-is-this">
|
|
What is this?
|
|
</a>
|
|
</li>
|
|
|
|
<li class="anchor">
|
|
<a title="Who is this for?" href="#who-is-this-for">
|
|
Who is this for?
|
|
</a>
|
|
</li>
|
|
|
|
<li class="anchor">
|
|
<a title="Why do I need it?" href="#why-do-i-need-it">
|
|
Why do I need it?
|
|
</a>
|
|
</li>
|
|
|
|
<li class="anchor">
|
|
<a title="What is covered?" href="#what-is-covered">
|
|
What is covered?
|
|
</a>
|
|
</li>
|
|
|
|
<li class="anchor">
|
|
<a title="What is missing?" href="#what-is-missing">
|
|
What is missing?
|
|
</a>
|
|
</li>
|
|
|
|
<li class="anchor">
|
|
<a title="License" href="#license">
|
|
License
|
|
</a>
|
|
</li>
|
|
|
|
</ul>
|
|
|
|
|
|
</li>
|
|
|
|
|
|
</ul>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</nav>
|
|
</div>
|
|
<article class="article">
|
|
<div class="wrapper">
|
|
|
|
<h1>About</h1>
|
|
|
|
<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 <a href="https://sphsys.sharepoint.com">existing wiki</a>.</p>
|
|
<h2 id="what-is-this">What is this?<a class="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>
|
|
<h2 id="who-is-this-for">Who is this for?<a class="headerlink" href="#who-is-this-for" title="Permanent link">#</a></h2>
|
|
<p>It is intended for our technical support staff and customers/partners looking for more details regarding our support process. </p>
|
|
<h2 id="why-do-i-need-it">Why do I need it?<a class="headerlink" href="#why-do-i-need-it" 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>
|
|
<h2 id="what-is-covered">What is covered?<a class="headerlink" href="#what-is-covered" title="Permanent link">#</a></h2>
|
|
<p>Anything from preparing to <a href="../oncall/being_oncall/">go on-call</a>, definitions of <a href="../before/severity_levels/">severities</a>, incident <a href="../before/call_etiquette/">call etiquette</a>, all the way to how to run a <a href="../after/post_mortem_process/">post-mortem</a>, providing a <a href="../after/post_mortem_template/">post-mortem template</a> and even a <a href="../during/security_incident_response/">security incident response process</a>.</p>
|
|
<h2 id="what-is-missing">What is missing?<a class="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>
|
|
<h2 id="license">License<a class="headerlink" href="#license" title="Permanent link">#</a></h2>
|
|
<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 <a href="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>
|
|
<aside class="copyright" role="note">
|
|
|
|
Copyright © Spearhead Systems, Inc. –
|
|
|
|
Documentation built with
|
|
<a href="http://www.mkdocs.org" target="_blank">MkDocs</a>
|
|
using the
|
|
<a href="http://squidfunk.github.io/mkdocs-material/" target="_blank">
|
|
Material
|
|
</a>
|
|
theme.
|
|
</aside>
|
|
|
|
<footer class="footer">
|
|
|
|
<nav class="pagination" aria-label="Footer">
|
|
<div class="previous">
|
|
|
|
<a href="../training/glossary/" title="Glossary">
|
|
<span class="direction">
|
|
Previous
|
|
</span>
|
|
<div class="page">
|
|
<div class="button button-previous" role="button" aria-label="Previous">
|
|
<i class="icon icon-back"></i>
|
|
</div>
|
|
<div class="stretch">
|
|
<div class="title">
|
|
Glossary
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</a>
|
|
|
|
</div>
|
|
<div class="next">
|
|
|
|
</div>
|
|
</nav>
|
|
|
|
</footer>
|
|
|
|
</div>
|
|
</article>
|
|
<div class="results" role="status" aria-live="polite">
|
|
<div class="scrollable">
|
|
<div class="wrapper">
|
|
<div class="meta"></div>
|
|
<div class="list"></div>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</main>
|
|
<script>
|
|
var base_url = '..';
|
|
var repo_id = 'spearheadsys/issue-response-docs';
|
|
</script>
|
|
<script src="../assets/javascripts/application-997097ee0c.js"></script>
|
|
|
|
|
|
</body>
|
|
</html> |