When Trouble Comes to Town

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" summary

Seven practical steps guide response: quickly assess user impact with metrics and ask whether it affects 1% of requests or 100% of users; open an internal incident channel (use SaveMan) and assign an incident manager to coordinate; search for recent changes using a centralized change database and narrow the start time from service logs; apply mitigations like drain traffic or toggle runtime feature flags to restore service; investigate root cause, confirm user-facing recovery, and document timeline plus follow-ups for detection, escalation, recovery, and prevention.

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" chapters (10)

1. 0:00Introduction
2. 1:30Why you shouldnt panic
3. 2:50Assessing the impact
4. 4:20Communication
5. 7:04Finding Change
6. 9:26Mitigation
7. 10:56Root Cause
8. 12:17User Impact
9. 13:50Evolve Resolve
10. 16:33Conclusion