Posted on 2021-07-22
Everyone should have a way to log incidents and track customer experience flaws. Below is a template I have implemented at a few start ups. Enjoy!
This is where the customer name goes.
|1||A critical incident with very high impact||A customer-facing service, like the app is down for ALL customers Confidentiality or privacy is breached Customer data loss|
|2||A major incident with significant impact||A customer-facing service is unavailable for a subset of customers Core functionality (e.g. sso, integration) is significantly impacted|
|3||A minor incident with low impact||A minor inconvenience to customers, workaround available Usable performance degradation|
First Notified: YYYY-MM-DD HH:MM AM/PM EST - When was the first alert/notification from a user received.
Start: YYYY-MM-DD HH:MM AM/PM EST - When did the issue start occurring. To the best of your knowledge.
End: YYYY-MM-DD HH:MM AM/PM EST - Time till the issue was resolved from the customer's perspective.
Total Time: 1 Hour - Total amount of time. Difference between Start and End.
What problem is being faced?
How did you fix the issue in the meantime?
List of all the people involved.
Details about the investigation. Story. Commands ran, servers looked at.. etc..
What actually caused the issue?
What fix/process are you going to put in place to prevent this type of issue again?
Anything else you think is relevant to this incident.
I usually create a shared folder named
Incident Reports and place the template in a file named
_TEMPLATE----YYYY-MM-dd-CustomerName-SEV#-Total-Time. This forces the template to the top of the sorted list of files. Then, when an incident occurs, we simple make a copy of the template and start filling it out with all the details, replacing all placeholders.
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