Incident Management Setup
Every team handles incidents. Most handle them poorly — ad-hoc Slack threads, unclear ownership, no structured follow-up. Anubiz Engineering implements a complete incident management framework: severity levels, roles, communication channels, escalation paths, and post-incident reviews that actually produce improvements.
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Severity Classification Framework
We define severity levels based on user impact, not engineering panic. SEV1: complete service outage affecting all users. SEV2: major feature degraded, workaround exists. SEV3: minor impact, limited user segment. SEV4: cosmetic or non-user-facing. Each severity maps to specific response times, communication cadence, and escalation triggers.
Incident Roles and Communication
Every incident gets an Incident Commander, a Communications Lead, and technical responders. The IC coordinates, the Comms Lead updates stakeholders on a fixed cadence, and responders debug. We set up dedicated incident channels with automated creation, bot-driven status updates, and stakeholder notification templates for each severity level.
Escalation and On-Call Integration
Escalation paths are pre-defined and automated. If the primary on-call does not acknowledge within 5 minutes, it escalates. If SEV1 is not mitigated within 30 minutes, the engineering lead joins. We wire this into PagerDuty, Opsgenie, or Grafana OnCall with override schedules for holidays and team changes.
Post-Incident Review Process
Every SEV1 and SEV2 gets a structured review within 48 hours. We provide templates covering timeline reconstruction, root cause analysis (using the "5 whys" or contributing factors model), action items with owners and deadlines, and a reliability improvement score. Reviews are blameless by design — the goal is systemic improvement, not individual blame.
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