Incident Management Platform  ·  View 04 of 34  ·  2 · People and journeys

Journey — An On-Call Responder Is Woken for a SEV1 at 03:12

Six phases from alert to rollback. The trough is the call: the only moment the platform must beat a phone on do-not-disturb and a responder who slept through the push.

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On-call responder payments primary Goal — Be reached, understand why, act Trigger — checkout error rate at 18%, SEV1 proposed Done when — Acknowledged in 3 min, rollback started 1 · Alert fires 2 · Push 3 · Call rings ◆ moment of truth 4 · Acknowledge 5 · Orient 6 · Mitigate What they do Asleep, phone on DND Sleeps through it Answers the call Presses 1 Opens the incident link Rolls back the deploy System behind it Engine · snapshot Push relay Asterisk · carrier A Ack receiver Timeline · catalogue Change events How it feels Calm Groggy Stressed Where it hurts Push swallowed? Why me, what broke? Where is the runbook? What the platform gives Right human, one lookup Critical alert for SEV1 Service named in speech Escalation off ≤ 5 s Runbook from catalogue Deploy on the timeline Journey — An On-Call Responder Is Woken for a SEV1 at 03:12 v 1.0 · owner Reliability Architecture · date 2026-09

The moment of truth

  • The push was delivered and the responder did not wake. A design that trusted the push receipt would now wait out the step. This one treats the receipt as information, starts SMS at 30 seconds and a voice call at 2 minutes inside the same step, and only acknowledgement stops it.
  • The call reads the service name and the summary aloud, rendered ahead of time from the catalogue, so the first question a groggy person asks, which service and why me, is answered before they unlock the phone.

What the set must answer

  • Right human in one lookup: view 17. Channels inside a step: view 19. Critical-alert DND bypass and its entitlement risk: ADR-20. Acknowledgement by keypress with no login: view 19 and ADR-22. Runbook and deploy context: view 18.

Target

  • SEV1 acknowledgement within 5 minutes. Keypress to escalation cancelled within 5 seconds at p99, including the SMS and call already queued for the same step.
◀  Actors — Who the Platform Is For and What They Get to Do All views Journey — An Incident Commander Runs a SEV1 to Mitigation  ▶
Solution Architecture v1.0 · Reliability Architecture · 2026-09 · 34 views · open source, fully on-premises04-journey-acknowledge-a-sev1-at-night