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Incident Handling

🚨 Severity Levels​

  • SEV-1 (Critical): System Down, Data Loss, Security Breach. (Response: Immediate)
  • SEV-2 (High): Core feature broken (e.g., Payments). (Response: < 1 hour)
  • SEV-3 (Medium): Minor bug, workaround available. (Response: < 24 hours)
  • SEV-4 (Low): UI glitch, typo. (Response: Next Sprint)

🛠️ Incident Response Team (IRT)​

  • Commander: CTO / VP Engineering.
  • Comms: Marketing Lead (updates users).
  • Tech Lead: Fix implementer.

📝 Post-Mortem​

After every SEV-1/2, a "Root Cause Analysis" (RCA) document must be created within 48 hours.