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What would you like to do?
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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