Incident Runbook Templates

Production-ready templates for incident response runbooks covering detection, triage, mitigation, resolution, and communication.

When to Use This Skill

• Creating incident response procedures
• Building service-specific runbooks
• Establishing escalation paths
• Documenting recovery procedures
• Responding to active incidents
• Onboarding on-call engineers

Core Concepts

1. Incident Severity Levels

| Severity | Impact | Response Time | Example | | -------- | -------------------------- | ----------------- | ----------------------- | | SEV1 | Complete outage, data loss | 15 min | Production down | | SEV2 | Major degradation | 30 min | Critical feature broken | | SEV3 | Minor impact | 2 hours | Non-critical bug | | SEV4 | Minimal impact | Next business day | Cosmetic issue |

2. Runbook Structure

1. Overview & Impact
2. Detection & Alerts
3. Initial Triage
4. Mitigation Steps
5. Root Cause Investigation
6. Resolution Procedures
7. Verification & Rollback
8. Communication Templates
9. Escalation Matrix

Detailed patterns and worked examples

Detailed pattern documentation lives in references/details.md. Read that file when the navigation tier above is insufficient.

Best Practices

Do's

• Keep runbooks updated - Review after every incident
• Test runbooks regularly - Game days, chaos engineering
• Include rollback steps - Always have an escape hatch
• Document assumptions - What must be true for steps to work
• Link to dashboards - Quick access during stress

Don'ts

• Don't assume knowledge - Write for 3 AM brain
• Don't skip verification - Confirm each step worked
• Don't forget communication - Keep stakeholders informed
• Don't work alone - Escalate early
• Don't skip postmortems - Learn from every incident

Troubleshooting

Runbook steps work in staging but fail during a real incident

Steps often assume preconditions that are true in a healthy environment but not during an outage. For each command in your runbook, add a prerequisite check and a "what to do if this command fails" note:

# Step: Check pod status
kubectl get pods -n payments

# Prerequisites: kubectl configured, kubeconfig points to correct cluster
# If this fails: run `aws eks update-kubeconfig --name prod-cluster --region us-east-1`
# Expected output: pods in Running state

On-call engineer panics and skips steps out of order

Add a numbered checklist at the top of the runbook that mirrors the section numbers, so responders can track progress under stress without reading the full document:

## Quick Checklist
- [ ] 1. Declare incident severity and open war room
- [ ] 2. Check service health (Section 4.1)
- [ ] 3. Check recent deployments (Section 4.1)
- [ ] 4. Roll back if deploy is suspect (Section 4.1)
- [ ] 5. Post initial notification to #payments-incidents
- [ ] 6. Escalate if > 15 min unresolved

Runbook is outdated — commands reference old cluster names or endpoints

Runbooks rot because they're updated manually. Include a "Last Verified" date and owner at the top, and add a CI check that validates all curl endpoints and kubectl context names are still valid:

## Runbook Metadata
| Field | Value |
|---|---|
| Last verified | 2024-11-15 |
| Owner | @platform-team |
| Review cadence | After every SEV1/SEV2 |

Stakeholder communication is delayed while engineers are heads-down

Assign a dedicated incident communicator role (separate from the incident commander) whose only job is to post status updates. Add a standing agenda in the communication template:

Update every 15 minutes (even if no new information):
- Current status (Investigating / Mitigating / Monitoring)
- Impact (what is broken, who is affected, % of traffic)
- What we are doing right now
- Next update in: 15 minutes

Database runbook commands cause additional downtime when run incorrectly

Add explicit warnings before destructive SQL commands and require a dry-run output check before executing:

-- WARNING: This terminates active connections. Verify count first.
-- DRY RUN (check count before terminating):
SELECT count(*) FROM pg_stat_activity WHERE state = 'idle' AND query_start < now() - interval '10 minutes';

-- EXECUTE only after verifying count is reasonable (< 50):
SELECT pg_terminate_backend(pid) FROM pg_stat_activity
WHERE state = 'idle' AND query_start < now() - interval '10 minutes';

Related Skills

• postmortem-writing - After resolving an incident, use postmortem templates to capture root cause and preventive actions
• on-call-handoff-patterns - Structure shift handoffs so the incoming responder has full context on active incidents