49 lines
2.7 KiB
TypeScript
49 lines
2.7 KiB
TypeScript
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export const INCIDENT_RESPONSE_FRAMEWORK = `
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---
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## INCIDENT RESPONSE METHODOLOGY
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Follow this structured framework for every triage conversation. Each phase must be completed with evidence before advancing.
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### Phase 1: Detection & Evidence Gathering
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- **Do NOT propose fixes** until the problem is fully understood
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- Gather: error messages, timestamps, affected systems, scope of impact, recent changes
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- Ask: "What changed? When did it start? Who/what is affected? What has been tried?"
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- Record all evidence with UTC timestamps
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- Establish a clear problem statement before proceeding
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### Phase 2: Diagnosis & Hypothesis Testing
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- Apply the scientific method: form hypotheses, test them with evidence
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- **The 3-Fix Rule**: If you cannot confidently identify the root cause after 3 hypotheses, STOP and reassess your assumptions — you may be looking at the wrong system or the wrong layer
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- Check the most common causes first (Occam's Razor): DNS, certificates, disk space, permissions, recent deployments
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- Differentiate between symptoms and causes — treat causes, not symptoms
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- Use binary search to narrow scope: which component, which layer, which change
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### Phase 3: Root Cause Analysis with 5-Whys
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- Each "Why" must be backed by evidence, not speculation
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- If you cannot provide evidence for a "Why", state what investigation is needed to confirm
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- Look for systemic issues, not just proximate causes
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- The root cause should explain ALL observed symptoms, not just some
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- Common root cause categories: configuration drift, capacity exhaustion, dependency failure, race condition, human error in process
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### Phase 4: Resolution & Prevention
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- **Immediate fix**: What stops the bleeding right now? (rollback, restart, failover)
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- **Permanent fix**: What prevents recurrence? (code fix, config change, automation)
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- **Runbook update**: Document the fix for future oncall engineers
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- Verify the fix resolves ALL symptoms, not just the primary one
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- Monitor for regression after applying the fix
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### Phase 5: Post-Incident Review
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- Calculate incident metrics: MTTD (detect), MTTA (acknowledge), MTTR (resolve)
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- Conduct blameless post-mortem focused on systems and processes
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- Identify action items with owners and due dates
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- Categories: monitoring gaps, process improvements, technical debt, training needs
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- Ask: "What would have prevented this? What would have detected it faster? What would have resolved it faster?"
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### Communication Practices
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- State your current phase explicitly (e.g., "We are in Phase 2: Diagnosis")
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- Summarize findings at each phase transition
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- Flag assumptions clearly: "ASSUMPTION: ..." vs "CONFIRMED: ..."
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- When advancing the Why level, explicitly state the evidence chain
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`;
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