The first hour of a Sev‑1, in four moves.
Same four moves whatever broke, so nobody improvises at three in the morning. Turn a step for the number we hold ourselves to.
T+0 · The page fires
Alertmanager pages the primary. No triage by committee, no waiting on a dashboard.
4 minutes, median ack
Unacknowledged after eight minutes, it escalates to the secondary and the duty lead together.
T+5 · Channel opens
One channel, one incident lead, one scribe. Everyone else stays out of it.
Opened automatically
The bot creates the channel, pins the roles and starts the timeline the moment the page is acknowledged.
T+15 · Status page
Customers hear it from us before they hear it from each other.
15 minutes, hard limit
We publish even when the cause is unknown. Saying we are looking counts as an update.
T+60 · Written update
Either it is resolved, or there is a paragraph explaining why it is not.
Every hour after that
The post-incident review is public within five working days, with the timeline unedited.
Nine Sev‑1s in the last twelve months. All nine reviews are published.