Stages of Incident Resolution
1. Incident Recording
All incidents are recorded in detail in our management system to ensure proper follow-up.
2. Incident Classification
Each incident is classified according to its severity, thus facilitating its handling and assignment to the appropriate team.
3. Incident Prioritization
Each incident is prioritized based on its impact and the urgency of its resolution, ensuring that the most critical issues are addressed first. For example, immediate priority is assigned when the impact is on production and there is urgency to restore service.
4. Incident Escalation
In the event of an emergency, escalation is made to the next level of support. An immediate meeting of the parties involved is convened, for example, DevOps, QA and development teams.
5. Incident Analysis and diagnosis
The incident is thoroughly researched, and a solution is presented. Analysis example: logs are examined using kubectl commands, and it is determined that the microservice is receiving an erroneous payload that does not comply with the expected schema.
6. Incident Resolution
The incident is fully understood, and a solution is implemented. If the solution is effective, the incident is closed. In case the solution does not resolve the problem, the incident is reopened, and the customer is notified.
7. Incident Closure
We calculate the time taken to resolve each incident to determine if it was addressed within the agreed timeframe. Additionally, iPPb compiles a monthly report detailing resolved incidents, organized by severity and resolution time. Finally, a customer satisfaction survey is conducted before formally closing the incident.
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