🚨 Service Incident

Definition

A Service Incident is an unplanned event that disrupts or degrades the quality of a service.

How to define it properly

• Describe the user or system impact
• Classify severity (Critical, High, Medium, Low)
• Include:
  • Start time and detection time
  • Affected services or workloads
• Document:
  • Root cause (when identified)
  • Mitigation actions
  • Resolution steps
• Link to related Workloads and PRDs if relevant
• Provide a post-mortem with:
  • Learnings
  • Preventive actions

Get an overview of service incidents

The incidents view offers both a list and a calendar layout, with severity and status at a glance. Use it to track ongoing and past incidents over time.

Declare a service incident

Use the Add button to open the incident form. Capture the impact, severity, start date, and affected workloads, then save to start tracking it.

Update a service incident

Open an incident to follow up: update its status, document the root cause, mitigation, and resolution, and capture the post-mortem.