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Incident management is the set of actions taken in a select order to mitigate and resolve critical incidents to restore service health as quickly as possible. It is highly recommended to consider business goals and establish strict data-based guidelines on the incident classification to promote transparency and prevent wasting engineering bandwidth on non-critical incidents. In contrast, the direct message feature not working for users in the Middle East might be a medium, and the verified badge not showing up on users’ profiles for users in Indonesia might be classified as a minor outage. The service being unavailable for most users for more than 30 minutes can be classified as a major incident.

Minor - Incidents that impact the non-critical workflow of the service for a select few percentages of the users.Ĭonsider a hypothetical example of the severity of incidents on a social media website.

Medium - Incidents impact a significant part of the service but are usually localized to a specific region, unlike major incidents.

Major - Severely impacts the end-user experience for many users, and there is a clear impact on business due to revenue loss or brand value.

The above incidents can be further divided based on severity into Minor, Medium, and Major.

External Incidents - Outages impacting the end-user experience of a company’s products/services are termed external incidents (e.g., users cannot purchase items from an e-commerce website, and users are not able to send messages in messaging software).Internal Incidents - Outages that impact employee productivity due to issues within tools that are used to get their job done can be termed internal incidents (e.g., deployment tooling is not functioning for an extended duration, employees cannot log into the VPN).Incidents can be internal or external based on the impacted users.

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