Incident review process

Every SEV1 and SEV2 gets a review within five working days. SEV3s get one if someone asks. The point is to change something, not to find someone to blame: we write what the system let happen.

Where

• The incident is a Jira issue in OPS (type Incident).
• The review is a topic in Emargen, started from the Incident review template, with the Severity field set (SEV1–SEV3) and the OPS key in the title. It lands on the Incidents list.
• For SEV1 and SEV2, a short summary goes on Incident summaries here, where support and sales can point customers.

The review

1. Timeline, from the first signal to resolved, in one time zone (CET/CEST). The Incident timeline skill in Emargen builds a first draft from the OPS issue and its comments; check every line.
2. Impact: which clients, which depots, how many people, for how long. Numbers, not adjectives.
3. What helped, what got in the way.
4. Why it could happen, as far back as is useful.
5. Actions, each a Jira issue (ENG or OPS) with an owner and a date. No action without an issue.

The meeting

30 minutes, within five working days. The incident lead, whoever was involved, Oskar, and someone from support. Product comes if a fix is a product change.

Customers

• Support tells affected customers the same day in plain words: what happened, what they saw, what they need to do.
• For SEV1 and SEV2, a written summary goes to affected customers within ten working days, reviewed by Mira if security was involved.

Change history

Version	Date	Who	What
1	22 Jun 2026	Oskar	First version, after OPS-33
3	14 Jul 2026	Oskar	Incident timeline skill
5	16 Sep 2026	Oskar	Customer summary within ten working days, after OPS-41