INC Fire Drill

When is an external RCA necessary?

• It is required every time we get a major INC

• When Customer Support Tier 2 requests for one.

• When a customer requests one.

• When the TPM asks for one.

What are the requirements before creating an external RCA?

• 1-Major INC Ticket Created

  2-INC Postmortem completed

  3-Internal RCA completed

  4-Formal request to create external RCA from TPM

• 1-INC Postmortem completed

  2-Internal RCA completed

  3-Formal request to create external RCA from TPM

• 1-Internal RCA completed

• 1-Formal request to create external RCA from TPM

Who should review an RCA before it's sent?

• TPM only

• A majority number of the following: TPM, Customer Support Head, and any SMEs who worked on the internal RCA

• Customer Success Manager only

• PM only

Which departments are responsible for resolving a Major INC?

• • Incident Manager

  • TPM

  • Customer Support

  • PM

  • Content Team

  • Product Marketing

  • Customer Success

• • Incident Manager

    TPM

    Customer Support

    PM

    Content Team

• • Incident Manager

  • PM

  • Content Team

  • Product Marketing

  • Customer Success

• TPM

  Customer Support

  PM

  Engineering

Who is your primary point of contact for gathering information during an INC?

• TPM

• Customer Support Tier 2

• Customer Success

• PM

Who is the Incident Manager for a major INC?

• Head of Product

• VP of Technology

• TPM

• CTO

When is a Pendo alert necessary?

• When the impact is low enough and that the INC is not affecting many customers.

• An alert is necessary for all major INCs

• When the impact is high enough that the INC is affecting many customers.

• Pendo alerts are not used in a major INCs

What’s the best practice when a TPM is slow in responding to if a Pendo alert should be used? 

• Message the TPM every 5 minutes.

• We have to await further instructions from the TPM.

• Write up a draft of the Pendo and let the thread know that there's a pendo alert ready if needed.

• No further action needed. No response means no movement.

Who is the main contact for Help Center-related major INCs?

• Head of IT

• Head of Product

• Content Team

• TPM

Who owns what to post in the Status page?

• TPM

• PM

• Content Team

• CS Tier 2