02 — Capability · BC-1230.30
Incident Response
Detect, declare, coordinate and resolve production incidents with clear roles and timely customer communication, then learn from them without assigning blame.
- On-Call
- Incident Command
- Postmortems
In scope
- On-call rotations and escalation
- Incident command roles and severity levels
- Status page and customer communication during incidents
- Blameless postmortems and action tracking
Out of scope
- Customer-facing ticket handling for individual users (see BC-450)
- Security incident response (see BC-760)
Realized by · 0
- No product in the catalog yet.
Used in · 1
Build it · 1
Decomposes into · 4
- BC-1230.30.10On-Call & EscalationStaff rotations that are sustainable, pay people fairly for them, and define how and when to escalate.
- BC-1230.30.20Incident CommandRun an incident with a named commander, clear severity, a communications lead and a timeline that survives the night.
- BC-1230.30.30Status CommunicationTell customers what is broken, what is being done and when the next update comes, on a cadence they can rely on.
- BC-1230.30.40Postmortem & LearningWrite up each significant incident with contributing causes and tracked actions, in a culture where honesty about failure is safe.