Incident Response Guide: Difference between revisions
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An incident is any technical problem that needs to be fixed urgently, i.e. we can't say "we'll fix it next week". This could be as serious as dead air, or something less serious but still serious, for instance if a show needs to get cancelled as a result. | An incident is any technical problem that needs to be fixed urgently, i.e. we can't say "we'll fix it next week". This could be as serious as dead air, or something less serious but still serious, for instance if a show needs to get cancelled as a result. | ||
If you feel like you don’t know enough to fix the problem yourself, don’t be afraid to escalate, usually with a message in #studio-faults. If it’s a serious fault (dead air), @channel. | If you feel like you don’t know enough to fix the problem yourself, don’t be afraid to escalate, usually with a message in #studio-faults. If it’s a serious fault (dead air), @channel. | ||
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If you know the solution is very quick/simple, i.e. “Help! The presenter mic in red is wobbly!”, Don’t waste time declaring an recovery leader. In this case the response is “yes we know, we’ll send an engineer in with a tiny Ben Allen Key soon”. | If you know the solution is very quick/simple, i.e. “Help! The presenter mic in red is wobbly!”, Don’t waste time declaring an recovery leader. In this case the response is “yes we know, we’ll send an engineer in with a tiny Ben Allen Key soon”. | ||
Otherwise, a '''recovery leader''' must be established. | |||
= Criteria for recovery leader = | = Criteria for recovery leader = | ||