Incident management
Proactive incident management that cuts repeat outages.
Documentation, chaos engineering experiments and Netflix Dispatch, with 24/7 support from AceMQ.
- principles on every project
- 8
- AceMQ support after go-live
- 24/7
- price assessment first
- Fixed
- AceMQ engineering since
- 2016
The short answer
Incident management restores service quickly after an unplanned disruption and limits the business impact. Proactive incident management also reduces how often incidents happen, through system documentation and chaos engineering experiments. Our service uses Netflix Dispatch, logs incidents in Jira, and AceMQ provides 24/7 support.
Customers
Partners
01Process
How an incident moves through the process
- 01
Identification and logging
A user or monitoring finds the incident and it is logged as a Jira ticket.
- 02
Categorization
The incident is prioritized by business impact and an incident manager is assigned.
- 03
Diagnosis
The incident manager troubleshoots and forms a first hypothesis.
- 04
Escalation and resolution
Minor incidents are logged. Others escalate by category, then service is restored and the cause recorded.
02Approach
Two things most programs skip
Most incident programs skip thorough system documentation and chaos engineering. Without documentation, responders reverse-engineer the system during the outage. Without chaos experiments, weaknesses are found by customers.
We document the system, then design and run controlled failure scenarios so gaps are fixed before they cause a real outage.
03Tooling
Netflix Dispatch
Dispatch is an open-source incident management platform created by Netflix. It opens communication channels, assigns roles and tasks, tracks status and keeps stakeholders informed. We add automation for triage and suggested next steps, and a human still owns each incident.
04Measurement
How to tell it is working
- Mean time to acknowledge and mean time to resolve.
- SLA attainment.
- Incident counts by severity.
- How many incidents repeat.
05Modernization
Incident response in a modernization project
Cutover is the riskiest week of any migration. Principle 8 of the method is to plan the run before it. That means roles, escalation paths and rollback steps are agreed before go-live, then handed to AceMQ for 24/7 support. See supported after migration.
06Roles
Roles, communication and escalation
Effective response to a major incident depends on clear roles: an incident manager who owns coordination, responders who investigate and fix, and a communication path that keeps business stakeholders informed without interrupting the people doing the work.
Escalation rules tie each severity level to who gets involved and how quickly. Root cause analysis and written lessons learned turn each incident into a fix that lasts, rather than a story people tell.
After go-live
Keep it running after cutover.
An open-source incident management platform from Netflix that coordinates people, channels and tasks during an incident.
Thorough system documentation and chaos engineering experiments that find weaknesses in advance.
AceMQ provides 24/7 support. Response times are set in the support agreement for your environment.
An incident is one disruption needing service restored now. A problem is the underlying cause. Incident management gets you back up; problem management stops repeats.
Netflix Dispatch for coordination and Jira for tickets. We also work with PagerDuty, Opsgenie and ServiceNow.
Start here
Know the cost before anything moves.
A fixed-price assessment gives you the inventory, the risk score and a phased plan. Scope and cost are fixed before the migration starts.
Get in touch
Talk to a modernization engineer
Tell us what you run today. An engineer, not a sales script, replies within one business day.