Incident Management

What is the first step when starting to work on the incident:

Create an IM ticket

Create a Slack channel

Work out the severity

Mention on #critical-situations

What is Resolution Driver (RD) responsible for (select two):

Identifying the technical impact of the issue

Adjusting the post-mortem (PM) for public consumption, and then publishing it

Updating the status of the Incident Ticket

Resolving the issue as quickly as possible

What is the SLO for time to alert in Severity 3 incidents

5min

10min

20min

30min

What is the SLA for resolving each Severity Level incident:

Sev 1 - 1h, Sev 2 - 2h, Sev 3 - 24h

Sev 1 - 24h, Sev 2 - 2h, Sev 3 - 1h

Sev 1 - 1h, Sev 2 - 5h, Sev 3 - 10h

Sev 1 - 30min, Sev 2 - 1h, Sev 3 - 12h

After resolving incident, when post mortem meeting should take place:

Preferably within 2 working days, max 5 working days

Preferably within 5 working days, max 14 working days

Preferably within 3 working days, max 7 working days

Preferably within 7 working days, max 21 working days

Which of those has to be completed when resolving the incident (select all correct answers):

Communications written by CM need to be validated by Resolution Driver

Stop the customer impact as quickly as possible

Update JIRA fields that you can

State the status on the incident channel for the CM

Monitor for up to 4 hrs before requesting the incident is moved to Resolved

Raise tickets in Jira to clean-up data/config after the incident

What is the Resolution Driver (RD) responsibility before the post-mortem meeting (select two):

Mark the nexmostatus.com announcement as Resolved

Schedule the PM-meeting

Prepare a draft of the fields in the template

Mark the IM JIRA issue as 'Fixed - waiting for Post Mortem'

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