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Allma App Default Content Settings

Allma comes pre-loaded with incident best practice guidance built from the learnings of 300+ Engineering Leaders.

We have compiled our default content settings below for easy reference. All of this content is fully configurable to your organization's incident process. You can configure directly in the Allma webapp under Settings.

Severity Levels

Purpose of Severity levels: create one shared, defined language for the whole company to calibrate incidents so that e**veryone understands level of seriousness and proceed accordingly.

SEV-0

Severe service outage. Service functionality considered down for all or large portions of customers.

SEV-1

Service outage or degradation that impacts customers.

SEV-2

Service or tool outage or degradation that impacts employees, vendors, partners, or other internal stakeholders.

SEV-3

Service or tool outage that has minimal or no impact but requires a response.

Roles

Purpose of Roles: establish shared, clearly defined roles and responsibilities so everyone in the company knows who should be doing what during an incident and team members can delegate and fulfill their own roles effectively.

Incident Commander

Description: The primary decision maker for the incident, listening to hypotheses and data presented by participants and delegating actions.

Prerequisties

You must have:

- A computer

- A stable internet connection

- Prepared to run a knowledge handoff, as needed

Responsibilities

Ensure right people are in right channel

Gather and synthesize hypotheses

Agree on identified problem scope and area

Delegate repair actions and continue to reevaluate your approach as needed

Ensure someone on the team (if not you) consistently communicates to the business & stakeholders

Serve as single source of truth on the status of incident resolution, system, and plan

Communications Lead

Description: The core communicator for the incident, conveying status, updates, and technical details to stakeholders, support personnel, and/or customers.

Prerequisites

You must have:

- A computer

- A stable internet connection

- Prepared to run a knowledge handoff, as needed

Responsibilities

Listen to the Incident Commander and follow along on the channel to keep apprised of status and updates

Update relevant stakeholders through designated channels (status page, email, chat, etc.) as appropriate

Know who knows the customer best and rely on their judgment in communicating with customers

Know when to communicate and when to stay silent and wait for updates.

Strive for a balance between clear, consistent communication, and dedicated periods of silence during which the team is making progress.

Participant

Description: Team member available to investigate, carry-out actions delegated by the Incident Commander, and actively work towards incident mitigation.

Prerequisites

You must have:

- A computer

- A stable internet connection

- Prepared to run a knowledge handoff, as needed

Responsibilities

Ensure you have accurately synthesized your level of availability and conveyed any relevant subject-matter expertise on the affected services

Listen to Incident Commander and take cues on what to investigate

Collect and synthesize hypotheses from investigation directly in the channel

Carry-out actions that have been delegated to you by the Incident Commander

Know when to escalate for helpContinue to communicate directly in the channel, conveying new information and hypotheses as you work through incident mitigation

Watcher

Description: Team member with knowledge or guidance that might contribute to resolution, but is not available to actively investigate or carry-out mitigative actions.

Prerequisites

You must have:

- A computer

Responsibilities

Ensure right people are in the channel

Gather and synthesize hypotheses

Incident Notifications

Notifications are an easy way to automate the communication of important information to other channels across the company.

Guidance: we recommend setting up notfications to all channels that play an active part in incidents, as well as, channels who need to receive information around incidents. Typically we see customers set up notfications to the following channels: Engineering, Customer Team, Product, Exec, Marketing, Sales, Legal, and Ops, as well as general incident and bug channels and customer ticket channels.

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