James Britton

ALT Pollen had a standard incident response process which the engineering team strictly followed. According to a former engineering manager at the company, this is how the process worked - most of which is in-line with incident review and post mortem articles covered in an earlier article: An incident channel was created For high impact incidents, experienced members of the teams whose service was impacted would typically be notified and added to the channel, asked to investigate. An incident commander would usually be appointed. A postmortem would be started, typically in a few days. On an upcoming bi-weekly incident review, the postmortem would be presented, even if the incident was not fully mitigated yet. This engineering manager told me that the process was so strict that their team would do a postmortem even for something that looked like an incident but then it was deemed a minor issue.