Handling incidents
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The document discusses how to handle incidents, downtime, and outages. It notes that the cost of downtime for companies in Q1 2015 was $2.9 billion, $870 million, and $4.1 billion. It recommends preparing for incidents by having on-call staff and documentation, responding quickly by following an incident response checklist and notifying stakeholders, and performing a postmortem within days to analyze what failed and how to prevent future issues.
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Handling incidents
- 1. How to handle incidents, downtime & outages Devopsdays, Amsterdam 2015 David Mytton, Founder, Server Density
- 5. Cost of uptime? $2.9bn Q1: 2015
- 7. Cost of uptime? $2.9bn Q1: 2015 $870m Q1: 2015
- 9. Cost of uptime? $2.9bn Q1: 2015 $870m Q1: 2015 $4.1bn Q1: 2015
- 10. Cost of uptime?
- 11. How much are you spending?
- 12. Expect downtime • Prepare • Respond • Postmortem
- 13. Prepare • On call • Primary/secondary
- 14. Prepare • On call • Primary/secondary • Reachability
- 15. Prepare • On call • Off call
- 16. Prepare • On call • Off call • Docs
- 17. Prepare • On call • Off call • Docs • Searchable
- 18. Prepare • On call • Off call • Docs • Searchable • Independent
- 19. Prepare
- 20. • Key info • Team contacts Prepare
- 21. • Key info • Team contacts • Vendor contacts Prepare
- 22. • Key info • Team contacts • Vendor contacts • Key credentials Prepare
- 23. • Key info • Unexpected situations Prepare • Communication
- 24. • Key info • Unexpected situations Prepare • Communication • Internet access
- 25. • Key info • Unexpected situations • Communication • Internet access • Support access Prepare
- 26. Respond • First responder 1. Load incident response checklist
- 27. Respond • First responder 1. Load incident response checklist 2. Log into Ops War Room
- 28. Respond • First responder 1. Load incident response checklist 2. Log into Ops War Room 3. Log incident in JIRA
- 29. Respond • First responder 1. Load incident response checklist 2. Log into Ops War Room 3. Log incident in JIRA 4. Begin investigation
- 30. • Key response principles • Log everything Respond
- 31. Respond • Key response principles • Log everything • Frequent public updates
- 32. Respond • Key response principles • Log everything • Frequent public updates • Gather the team
- 33. Respond • Key response principles • Log everything • Frequent public updates • Gather the team • Escalate!
- 34. • Within a few days Postmortem
- 35. • Within a few days • Tell the story Postmortem
- 36. • Within a few days • Tell the story • Appropriate technical detail Postmortem
- 37. • Within a few days • Tell the story • Appropriate technical detail • What failed, why? Postmortem
- 38. Postmortem • How it’s going to be fixed
- 39. Postmortem