> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge-base-starter-mintlify-85d166f9.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Incident response

> How we detect, respond to, and learn from production incidents.

When something breaks in production, the goal is to restore service as quickly as possible — then understand why.

## Severity levels

| Level | Description                                   | Response target      |
| ----- | --------------------------------------------- | -------------------- |
| SEV-1 | Production down or data loss                  | Immediate, all hands |
| SEV-2 | Significant degradation, major feature broken | Within 30 minutes    |
| SEV-3 | Minor degradation, workaround available       | Within 2 hours       |
| SEV-4 | Cosmetic or low-impact issue                  | Next business day    |

## Responding to an alert

1. **Acknowledge** the alert in your alerting tool to signal you're on it.
2. **Assess severity** — is this SEV-1/2 or lower?
3. **Open a war room** — for SEV-1/2, create a Slack thread in `#incidents` and invite your on-call partner.
4. **Mitigate first** — roll back, disable a feature flag, or scale up before diagnosing root cause.
5. **Communicate** — post updates to `#incidents` every 15 minutes until resolved.
6. **Resolve and document** — mark the incident resolved and file a postmortem for SEV-1/2.

<CardGroup cols={2}>
  <Card title="On-call expectations" icon="phone" href="/engineering/incident-response/on-call">
    Rotation schedule, escalation paths, and what to do when you're paged.
  </Card>

  <Card title="Postmortem process" icon="file-text" href="/engineering/incident-response/postmortem">
    How to write a blameless postmortem and drive follow-through.
  </Card>
</CardGroup>