Operations manual
Incident handoff procedure
Intake checklist
1. Triage Confirm severity, affected service, and customer impact.
2. Stabilize Assign an incident lead and freeze non-critical changes.
3. Communicate Post the first internal update within 15 minutes.
4. Handoff Record owner, next checkpoint, and unresolved decision.
5. Close Attach timeline, root cause, and follow-up actions.
Escalation table
| Issue | Likely cause | Response |
|---|---|---|
| Customer impact unclear | Support queue and telemetry disagree. | Use the larger affected account count until reconciled. |
| Rollback risk disputed | Release owner and incident lead prefer different actions. | Escalate to the on-call director with both risk statements. |
| Postmortem blocked | Missing timeline or decision record. | Reconstruct from chat, deploy logs, and monitoring events. |