Incident Response Workflow
Rapidly triage and resolve incidents with automated severity scoring, intelligent routing, and real-time comms. Powered by an Adaptive Question Engine, semantic similarity (to find past incidents/runbooks), telemetry ingestion, and bidirectional integrations (PagerDuty/Opsgenie, Slack/MS Teams, Datadog/CloudWatch, GitHub, LaunchDarkly, Jira/ServiceNow).
Incident Reported
Incidents enter via portal, chatbot (/incident), email-to-intake, or monitoring webhooks. The platform normalizes payloads (OpenTelemetry-compatible), extracts signals (service, region, error rate), and auto-tags metadata.
Alert from Datadog: 'Checkout error rate > 15% (us-east-1)' → Auto-tags: {service:'payments', region:'us-east-1', signal:'5xx-spike', source:'monitoring'}
Severity Assessment
AI scores severity using impact heuristics (users affected, ARR at risk, SLO breaches, compliance scope) plus historical patterns. If human-reported, the Adaptive Question Engine asks only the minimum clarifiers to finalize Sev.
Severity: Critical (Sev1) | Users: 12,400 active sessions | SLO: 4xx/5xx breach | Revenue Impact: High → Auto-locks change window and enables status page draft.
Intelligent Routing
Routes to the right on-call via ownership graph (service ↔ team map) and escalation policy. Creates a war room in Slack/Teams, invites responders, and pins runbooks. If MTTA exceeds threshold, auto-escalates.
Assigned: Platform + Payments squads | PagerDuty page sent | Slack channel #inc-sev1-payments created with @oncall, @incident-commander, @sre.
Context Gathering
Aggregates logs/metrics/traces, recent deploys (GitHub/ArgoCD), feature flag changes (LaunchDarkly), and infra events. Semantic search surfaces similar past incidents and the most relevant runbook steps.
Context pack: last 3 deploys (sha:ab12.., cd34..), error logs with correlation IDs, flag toggles (checkout_v2=enabled 10:14 UTC). Similar incident: 'SEV1-2024-11-03 payments 5xx spike' with rollback playbook.
Resolution Execution & Tracking
One-click actions: canary pause, feature-flag rollback, deploy rollback, or traffic shift. The platform timestamps all actions, posts live updates to Slack/Teams, updates Jira/ServiceNow ticket fields, and (if enabled) pushes status page notes. SLA timers track MTTA/MTTR automatically.
Action: Rolled back to release 2.18.3 and disabled 'checkout_v2'. Status: Mitigated | ETA full recovery: 30 min | Customers notified on status page.
Post-Incident Review
Generates a structured PIR doc: timeline, root-cause narrative (5 Whys + Fishbone), customer impact, SLO/SLA deltas, and action items. Assigns owners/due dates in Jira/Linear and creates follow-up tests/alerts.
Root cause: config mismatch in payments gateway client. Actions: add schema validation in CI, expand canary scope, create synthetic 'auth+capture' check. Due: 14 days; auto-reminders until completed.
Key Benefits
Transform your workflow with these powerful advantages
Faster response with AI-driven severity and auto-escalation
Reduced MTTR via instant context (logs, deploys, flags) & one-click rollbacks
Single source of truth with complete, time-stamped audit trail
Continuous improvement through automated, action-oriented post-mortems