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Engineering

Handling an outage

How one team described it:
“When Datadog reports an outage, we open a Slack channel, PagerDuty pages the on-call engineer, we update the status page, fix it in GitHub and finally write a postmortem in Notion.”
  • Slack
  • PagerDuty
  • Sentry
  • Statuspage
  • GitHub
  • +2
5 run on their own3 stay with people

Typically saves 2–3 h per incident

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EngineeringHandling an outage
Process description
Trigger
Datadog reports that a service is down
Outcome
The outage has a clear lead, customers know what is going on and the lessons are written down.
Tools
SlackPagerDutySentryStatuspageGitHubIntercomNotion
Steps
  1. 1
    Open an incident channelOn-call engineer, tool Slack
    Can be automated
  2. 2
    Page the on-call engineerOn-call engineer, tool PagerDuty
    Can be automated
  3. 3
    Collect errors and recent changesOn-call engineer, tool Sentry
    Can be automated
  4. 4
    Set severity and incident leadHead of engineering, tool Slack
    Stays with a person
  5. 5
    Update the status pageSupport, tool Statuspage
    Can be automated
  6. 6
    Fix or roll back the changeOn-call engineer, tool GitHub
    Stays with a person
  7. 7
    Notify customersSupport, tool Intercom
    Can be automated
  8. 8
    Write the postmortemHead of engineering, tool Notion
    Stays with a person

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Make this process yours

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