Production Incident Response SOP
Use this when: Outages are handled differently each time, and customers hear about them late.
Owner: [on-call lead] 1. Declare the incident as soon as you suspect customer impact. Assign a severity. 2. Name one incident lead and one communications lead. 3. Open one channel for the incident and keep a timeline. 4. Focus on restoring service first, and find the root cause afterward. 5. Post a customer update at [interval], even if there's nothing new. 6. Before any risky fix, have a second person review it and confirm the rollback plan. 7. Confirm recovery using customer-facing checks. 8. Send a final update. 9. Hold a blameless review within [5 days], and assign each action an owner and a date. 10. If personal data may be affected, call [privacy lead] right away.
Before you use this: Privacy laws and customer contracts may set breach-notice duties and deadlines, so check them with counsel.
Fill in the items in square brackets and adapt this to your business. It's a starting point, not legal or professional advice.
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