Created
November 20, 2018 11:17
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Executive summary | |
- brief paragraph that anyone can understand & apology for those affected. | |
The rest of the report should be purely factual with no emotion & or blame. | |
Issue Summary | |
- short summary (5 sentences) | |
- list the duration along with start and end times (include timezone) | |
- state the impact (most user requests resulted in 500 errors, at peak 100%) | |
- close with root cause | |
Timeline | |
- list the timezone | |
- covers the outage duration | |
- when outage began | |
- when staff was notified | |
- actions, events,etc | |
- when service was restored | |
Root Cause | |
- give a detailed explanation of event | |
- do not sugarcoat | |
Resolution and recovery | |
- give detailed explanation of actions taken (includes times) | |
Corrective and Preventative Measures | |
- itemised list of ways to prevent it from happening again | |
what can we do better next time? |
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