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9.08082 4.15245 9.39202 4.03805C9.70322 3.92125 10.048 4.08285 10.1624 4.39325C11.0656 6.84205 13.0656 7.39805 13.1496 7.42045C13.4144 7.49085 13.5992 7.73085 13.5976 8.00365C13.596 8.27725 13.412 8.51565 13.1464 8.58285C13.0648 8.60445 11.0656 9.16045 10.1624 11.6092C10.0728 11.8516 9.84402 12.0012 9.59922 12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg><div class="hidden md:flex absolute whitespace-nowrap items-center gap-2 top-0 text-xs text-white px-3 py-2 bg-surface-invert rounded-lg pointer-events-none translate-y-[-40px] transition opacity-0 group-hover/button:opacity-100">All posts<kbd class="flex items-center justify-center uppercase hs-5 text-[10px] px-1 rounded border border-stroke-invert text-content-secondary-invert">Esc</kbd></div></button></div><div class="flex flex-col gap-8 max-lg:hidden"><ul class="flex flex-col text-body-sm"><li class="flex flex-col gap-3 relative group"><a class="block flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#content-top">Mastering the SEV0</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#inside-the-sev0scale-pressure-and-uncertainty">Inside the SEV0—scale, pressure and uncertainty</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#our-advice-for-effectively-handling-the-most-severe-of-incidents">Our advice for effectively handling the most severe of incidents</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#embrace-what-works">Embrace what works</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#factor-out-smaller-incidents">Factor out smaller incidents</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#communicate-communicate-communicate">Communicate, communicate, communicate</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#break-the-tension">Break the tension</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#debrief-on-the-process-as-much-as-the-problem">Debrief on the process as much as the problem</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#in-summary">In summary</a></li></ul></div></div><div class="lg:max-w-[788px] grow flex flex-col gap-4 lg:gap-10" id="content-top"><div class="flex flex-col gap-4"><div class="flex flex-col gap-2"><h1 class="text-h3 text-balance">Mastering the SEV0</h1></div><div class="flex flex-col gap-2 md:flex-row justify-between mt-auto"><div class="flex items-center gap-2"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"></div><a class="text-body-sm-emphasis leading-[1.1] w-min sm:w-auto transition hover:text-alarmalade-500" href="/blog/author/chris">Chris Evans</a></span></div><div class="text-body-sm text-content-secondary">June 6, 2024<span> — <!-- -->9 min read</span></div></div></div><div class="relative"><span class="relative overflow-hidden block align-top transition-opacity opacity-0 w-full rounded-lg"><img alt="" width="1920" height="1080" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent;view-transition-name:blog-mastering-the-sev-0" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8c94afe5a9c4da8ff85d6fafce2e5a955bcc1b4c-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=60&amp;q=75 60w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8c94afe5a9c4da8ff85d6fafce2e5a955bcc1b4c-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=64&amp;q=75 64w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8c94afe5a9c4da8ff85d6fafce2e5a955bcc1b4c-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=96&amp;q=75 96w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8c94afe5a9c4da8ff85d6fafce2e5a955bcc1b4c-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 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/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8c94afe5a9c4da8ff85d6fafce2e5a955bcc1b4c-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=828&amp;q=75 828w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8c94afe5a9c4da8ff85d6fafce2e5a955bcc1b4c-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1080&amp;q=75 1080w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8c94afe5a9c4da8ff85d6fafce2e5a955bcc1b4c-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1200&amp;q=75 1200w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8c94afe5a9c4da8ff85d6fafce2e5a955bcc1b4c-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1920&amp;q=75 1920w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8c94afe5a9c4da8ff85d6fafce2e5a955bcc1b4c-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=2048&amp;q=75 2048w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8c94afe5a9c4da8ff85d6fafce2e5a955bcc1b4c-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 3840w" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8c94afe5a9c4da8ff85d6fafce2e5a955bcc1b4c-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="prose prose-orange text-body max-w-none mb-6"><p class="">Think back to the worst incident your organization has ever faced. If you were lucky, it might have been just a service outage. If you were less fortunate, it could have involved the loss, theft, or compromise of sensitive customer data— or even something as severe as the recent <a href="/blog/a-tough-day-for-incident-responders-lessons-from-the-crowd-strike-update">global Crowdstrike outage</a>.</p><p class="">Whilst uncommon, incidents of this severity happen to every organization at some point. This criticality of situation is what many refer to as a SEV0, the most severe of incidents.</p><figure class="not-prose !my-6 mx-auto pl-6 text-gray-900 text-xl border-l-2 border-orange-600 sm:text-2xl"><svg class="w-8 h-6 text-orange-600" viewBox="0 0 35 28" fill="none" aria-hidden="true" xmlns="http://www.w3.org/2000/svg"><path d="M25.983 17.068h5.608V28H19.605V15.617c0-4.834 1.356-8.626 4.069-11.378C26.459 1.413 30.234 0 35 0v5.578c-3.079 0-5.352.818-6.818 2.454-1.466 1.636-2.2 4.127-2.2 7.474v1.562Zm-19.605 0h5.608V28H0V15.617C0 10.784 1.356 6.992 4.069 4.24 6.854 1.413 10.629 0 15.395 0v5.578c-3.079 0-5.352.818-6.818 2.454-1.466 1.636-2.2 4.127-2.2 7.474v1.562Z" fill="currentColor"></path></svg><blockquote class="mt-4 text-gray-900 whitespace-pre-line">Fundamentally, Sev0&#x27;s are not normal. Your usual incident response lifecycle will inform, but not dictate how you respond.</blockquote></figure><h2 id="inside-the-sev0scale-pressure-and-uncertainty" class=""><a class="heading-link" href="#inside-the-sev0scale-pressure-and-uncertainty"><span class="icon icon-link"></span></a>Inside the SEV0—scale, pressure and uncertainty</h2><p class="">In case you’ve not experienced a SEV0-like situation (firstly, be grateful!), let’s paint a picture of how one normally plays out.</p><p class="">The first thing you’ll notice about SEV0 is the sheer number of people involved. Whether it’s executives looking for updates, legal folks collecting evidence for reporting, or customer support seeking up-to-date information to relay to customers, there is <em>a lot</em> of activity over-and-above just(!) fixing the issue.</p><div class="callout callout--radar"><h3 class=""><a class="heading-link" href="#undefined"><span class="icon icon-link"></span></a>Looking for SEV0, the conference? </h3><p class="">SEV0 is the incident management conference aimed at practical, pragmatic approaches to the world of incident management, reliability and on-call. Join speakers from Netflix, OpenAI, and Hashicorp, in San Francisco on September 24th.</p><p class=""><a href="https://sev0.com" target="_blank" rel="noopener noreferrer" class="cursor-pointer inline-block w-full text-center md:w-auto px-5 py-2 border-2 border-orange-600 font-medium text-md rounded-full transition-colors active:text-opacity-80 focus:outline-none focus:ring-2 focus:ring-offset-2 bg-orange-600 hover:bg-orange-700 hover:border-orange-700 !no-underline !text-white cta-button">Register at SEV0.com</a></p></div><p class="">Uncertainty also plays a significant role in a SEV0. It’s likely that what’s happening has never happened before, or at least never this badly, making harder to understand and fix. Timelines are nearly impossible to share with any certainty and most updates are along the lines of “we’re still trying to understand what’s happening” as you gradually unfold information.</p><p class="">SEV0s commonly exert pressure from outside your organization too. Whether it’s customers tweeting about their inability to access your service, your biggest customer calling the CEO directly, or a regulator breathing down your neck, this added pressure compounds the already electric atmosphere.</p><p class="">On top of all of this, the situation is worsened by unfamiliarity with the incident process. Most people who’ve get involved don’t know how things normally work, where to go for information, or how hard it is for those fixing the issue to also be on the hook for communicating progress. Your well rehearsed plans rarely survive contact with reality unscathed.</p><p class="">To summarise, a SEV0 is going to mean high pressure, high uncertainty and a healthy side of sweaty palms.</p><div class="callout"><p class="">ℹ️ <strong>A helpful but subjective model for incidents</strong></p><p class="">The concept of severity levels such as SEV0, SEV1, and SEV2 originated from ITIL (Information Technology Infrastructure Library) practices — for a practical look at the level just below, see <a href="https://incident.io/blog/what-is-a-sev-1-incident" target="_blank" rel="noopener noreferrer" class=""><span style="text-decoration:underline">what is a SEV-1 incident</span></a>. These levels help organizations manage incidents based on their impact and urgency.</p><p class="">SEV0 typically signifies a catastrophic event that demands immediate attention – the worst case scenario. But one of the biggest challenges with severity levels is their inherent subjectivity, especially as you near the SEV0 end of the spectrum. When the event your facing is something you’ve never faced before, it’s unlikely you’ll have a complete set of criteria on hand to capture it.</p><p class="">That said, when you’re in a Sev0, you probably know. And if you don’t know for sure you should probably assume the worst and get on with fixing.</p></div><hr class="clear-both border-solid"/><h2 id="our-advice-for-effectively-handling-the-most-severe-of-incidents" class=""><a class="heading-link" href="#our-advice-for-effectively-handling-the-most-severe-of-incidents"><span class="icon icon-link"></span></a>Our advice for effectively handling the most severe of incidents</h2><p class="">Between our own experience, and the collective experiences of our customers, we’ve been through our fair share of SEV0s. </p><p class="">And because of their infrequent nature, and disproportionate levels of human and system-level complexity, they rarely fit neatly into the <em>normal</em> way you run incidents.</p><p class="">Fundamentally, Sev0&#x27;s are not normal. Your usual <a href="https://incident.io/blog/what-is-the-incident-response-process" target="_blank" rel="noopener noreferrer" class=""><span style="text-decoration:underline">incident response lifecycle</span></a> steps will inform, but not dictate how you respond. Adapting your response on-the-fly is going to be necessary.</p><p class="">Here’s a few of our pro tips for limiting the overall impact and keeping stress levels under control.</p><h3 id="embrace-what-works" class=""><a class="heading-link" href="#embrace-what-works"><span class="icon icon-link"></span></a>Embrace what works</h3><p class="">Unless you’re regularly rehearsing SEV0s with all the realism of the actual event, your existing incident process will almost certainly break down in some fashion. After all, many of the people joining these incidents won’t have been in an incident recently, if at all.</p><p class="">Many organizations find the number of participants, the sheer volume of information, and complexity of situation hard to maintain inside of even the best tooling – <a href="https://incident.io" target="_blank" rel="noopener noreferrer" class="">incident.io</a> included. Sometimes a Google Doc or other free-form way to track information is the best way to collaborate at the scale of these incidents.</p><p class="">Rather than fighting, lean into what works, and prioritize overall efficiency over rigidity. SEV0s are the most ‘war-time’ of incidents you’re going to encounter, and embracing what works for most is more important than dogmatically following the process.</p><h3 id="factor-out-smaller-incidents" class=""><a class="heading-link" href="#factor-out-smaller-incidents"><span class="icon icon-link"></span></a>Factor out smaller incidents</h3><p class="">Whether you explicitly define them or not, sub-groups will form within a SEV0 — thinking about <a href="https://incident.io/blog/how-to-structure-incident-response-teams" target="_blank" rel="noopener noreferrer" class=""><span style="text-decoration:underline">how to structure incident response teams</span></a> in advance makes this far less chaotic. Whether it’s an engineering team that spin up their own channel to investigate a system they own, or the customer support team running their process face-to-face, the formation of “sub-incidents” is a natural tendency and necessary process.</p><p class="">Whilst groups will likely form organically, it can be helpful to be explicit about the process. This looks like explicitly defining different streams of work, and being clear about who is leading each. It’s helpful to keep a record of each stream and lead so folks know what’s happening, where it’s happening, and who they should talk to for more information.</p><p class="">Factoring out key subgroups can reduce the number of overlapping conversations, and keep the lines of communication under control; both things that</p><h3 id="communicate-communicate-communicate" class=""><a class="heading-link" href="#communicate-communicate-communicate"><span class="icon icon-link"></span></a>Communicate, communicate, communicate</h3><p class="">Given the severity of the incident, the pressure to fix the issue will be at its highest. And with executives and other incident participants all within earshot, your bias to action and saving the day is likely to be high.</p><p class="">The combination of pressure and impact often pushes <a href="https://incident.io/blog/incident-communication-best-practices" target="_blank" rel="noopener noreferrer" class=""><span style="text-decoration:underline">incident communication</span></a> down the priority list, whether that&#x27;s purely internal comms to keep everyone in the loop, or sharing updates with your customers. And when the frequency of updates decreases, anxiety and stress levels increase. And all of this ends up piling even more pressure on the response.</p><p class="">Whilst every second spent on communicating is a second less spent on fixing, the trade-off is a false economy — teams using <a href="https://incident.io/incident-response-slack" target="_blank" rel="noopener noreferrer" class=""><span style="text-decoration:underline">incident response tools</span></a> can broadcast status updates without pulling engineers off the problem. With more information flow comes greater distribution of load, lower pressure, and an overall smoother response.</p><h3 id="break-the-tension" class=""><a class="heading-link" href="#break-the-tension"><span class="icon icon-link"></span></a>Break the tension</h3><p class="">When your dealing with a critical incident, emotions run high. You’ll be acutely aware of the magnitude and severity of the impact, whether that’s customers being unable to do something, the company losing money or something else. High-stress environments can lead to emotional responses like panic, which in turn impair decision making; all of which is counter to a well-run incident.</p><p class="">Breaking the tension that inevitably builds up over time is critical in managing your overall response.</p><p class="">Whether it’s a senior leader reminding everyone that they’re trusted and appreciated, a manager stepping in to do a coffee run, or the judicious use a of joke, breaking the tension can vastly improve the mood and effectiveness of the team responding.</p><p class="">Humor especially is known for its physiological and psychological benefits in reducing stress. But be careful – nobody wants a clown in the team when you’ve just leaked all your data.</p><h3 id="debrief-on-the-process-as-much-as-the-problem" class=""><a class="heading-link" href="#debrief-on-the-process-as-much-as-the-problem"><span class="icon icon-link"></span></a>Debrief on the process as much as the problem</h3><p class="">In the aftermath of a SEV0, the pressure to prevent reoccurrence puts a huge focus on technical actions — but the <a href="https://incident.io/blog/do-i-need-an-incident-debrief" target="_blank" rel="noopener noreferrer" class=""><span style="text-decoration:underline">incident debrief</span></a> that follows is where organizational learning actually happens. System changes, technical controls and improved monitoring are frequently at the top of the list. Teams follow a more consistent process when using <a href="https://incident.io/incident-response-slack" target="_blank" rel="noopener noreferrer" class=""><span style="text-decoration:underline">incident response tools</span></a> and typically rely on a central source of truth for incidents.</p><p class="">But the SEV0 presents a useful learning opportunity for the organization too. Taking the same level of inspection to the response process itself during an <a href="https://incident.io/blog/a-seven-step-framework-for-running-incident-debriefs" target="_blank" rel="noopener noreferrer" class=""><span style="text-decoration:underline">incident debrief</span></a>, the actions of the participants, and the emotional challenges can all lead to valuable learning and the identification of improvement areas</p><h2 id="in-summary" class=""><a class="heading-link" href="#in-summary"><span class="icon icon-link"></span></a>In summary</h2><p class="">Understanding what a SEV0 is, where these severity levels come from, and how to effectively manage them can make all the difference. It’s about being prepared, staying calm under pressure, and continuously improving your processes. The next time you find yourself in the middle of a Sev0 storm, remember: clarity, communication, and coordination are your best allies.</p><p class="">But also, this post will probably be a distant memory in the midst of the chaos. 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srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F7971ec7063054a94ed2d9a96e15bf10cb25a3e8d-3397x3397.jpg%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F7971ec7063054a94ed2d9a96e15bf10cb25a3e8d-3397x3397.jpg%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=640&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F7971ec7063054a94ed2d9a96e15bf10cb25a3e8d-3397x3397.jpg%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=640&amp;q=75"/></span><div class="text-pretty"><div class="text-content-primary text-body-emphasis">Chris Evans</div><div class="text-alarmalade-600 text-body-xs">Co-Founder &amp; Field CTO</div></div></div><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] border border-stroke-primary hover:border-stroke-hover text-content-primary dark:text-white text-body-emphasis h-[41px] px-4 py-2 max-sm:w-full" href="/blog/author/chris">View more<!-- --> <span class="hidden sm:inline">from <!-- -->Chris</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path d="M12.8 8.59965H3.00002C2.66882 8.59965 2.40002 8.33085 2.40002 7.99965C2.40002 7.66845 2.66882 7.39965 3.00002 7.39965H12.8C13.1312 7.39965 13.4 7.66845 13.4 7.99965C13.4 8.33085 13.1312 8.59965 12.8 8.59965Z" fill="currentColor"></path><path d="M9.60002 11.9996C9.53122 11.9996 9.46082 11.9876 9.39202 11.9628C9.08082 11.8476 8.92242 11.5028 9.03682 11.1924C9.66242 9.49645 10.7328 8.53005 11.5816 8.00045C10.7328 7.47085 9.66322 6.50445 9.03682 4.80845C8.92162 4.49725 9.08082 4.15245 9.39202 4.03805C9.70322 3.92125 10.048 4.08285 10.1624 4.39325C11.0656 6.84205 13.0656 7.39805 13.1496 7.42045C13.4144 7.49085 13.5992 7.73085 13.5976 8.00365C13.596 8.27725 13.412 8.51565 13.1464 8.58285C13.0648 8.60445 11.0656 9.16045 10.1624 11.6092C10.0728 11.8516 9.84402 12.0012 9.59922 12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg></a></div><div class="flex-1 flex items-center text-slate-800"><p class="">I&#x27;m one of the co-founders, and Field CTO here at incident.io.</p></div></div></div></section><section class="flex flex-col gap-6"><div class="flex flex-col md:flex-row justify-between gap-4"><h2 class="text-h3">See related articles</h2><a class="relative gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] bg-surface-secondary hover:bg-surface-tertiary active:bg-surface-quaternary text-content-primary text-body-emphasis h-[41px] px-4 py-2 hidden md:block" href="/blog">View all<svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path d="M12.8 8.59965H3.00002C2.66882 8.59965 2.40002 8.33085 2.40002 7.99965C2.40002 7.66845 2.66882 7.39965 3.00002 7.39965H12.8C13.1312 7.39965 13.4 7.66845 13.4 7.99965C13.4 8.33085 13.1312 8.59965 12.8 8.59965Z" fill="currentColor"></path><path d="M9.60002 11.9996C9.53122 11.9996 9.46082 11.9876 9.39202 11.9628C9.08082 11.8476 8.92242 11.5028 9.03682 11.1924C9.66242 9.49645 10.7328 8.53005 11.5816 8.00045C10.7328 7.47085 9.66322 6.50445 9.03682 4.80845C8.92162 4.49725 9.08082 4.15245 9.39202 4.03805C9.70322 3.92125 10.048 4.08285 10.1624 4.39325C11.0656 6.84205 13.0656 7.39805 13.1496 7.42045C13.4144 7.49085 13.5992 7.73085 13.5976 8.00365C13.596 8.27725 13.412 8.51565 13.1464 8.58285C13.0648 8.60445 11.0656 9.16045 10.1624 11.6092C10.0728 11.8516 9.84402 12.0012 9.59922 12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg></a></div><div class="grid grid-cols-1 md:grid-cols-2 lg:grid-cols-3 gap-8 md:gap-4"><a id="imported-blog-2022-01-24-designing-your-incident-severity-levels-index-md" class="group flex flex-col" href="/blog/designing-your-incident-severity-levels"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="Designing your incident severity levels" loading="lazy" width="5368" height="3579" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F5c6f22e7ccc2314a8955c10840e77b21868c10f0-5368x3579.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 1x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F5c6f22e7ccc2314a8955c10840e77b21868c10f0-5368x3579.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Designing your incident severity levels</h3><p class="text-body-sm line-clamp-2">Learn how to design incident severity levels to streamline incident management, improve response times, and prioritize issues effectively.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Stephen Whitworth" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fbae891c42ae257dadcb7d0cd0c4e763fb34afe77-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fbae891c42ae257dadcb7d0cd0c4e763fb34afe77-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fbae891c42ae257dadcb7d0cd0c4e763fb34afe77-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Stephen Whitworth</span></span></div><div class="text-body-sm text-content-secondary">February 17, 2022</div></div></div></a></div><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] bg-surface-secondary hover:bg-surface-tertiary active:bg-surface-quaternary text-content-primary text-body-emphasis h-[41px] px-4 py-2 md:hidden" href="/blog">View all<svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path d="M12.8 8.59965H3.00002C2.66882 8.59965 2.40002 8.33085 2.40002 7.99965C2.40002 7.66845 2.66882 7.39965 3.00002 7.39965H12.8C13.1312 7.39965 13.4 7.66845 13.4 7.99965C13.4 8.33085 13.1312 8.59965 12.8 8.59965Z" fill="currentColor"></path><path d="M9.60002 11.9996C9.53122 11.9996 9.46082 11.9876 9.39202 11.9628C9.08082 11.8476 8.92242 11.5028 9.03682 11.1924C9.66242 9.49645 10.7328 8.53005 11.5816 8.00045C10.7328 7.47085 9.66322 6.50445 9.03682 4.80845C8.92162 4.49725 9.08082 4.15245 9.39202 4.03805C9.70322 3.92125 10.048 4.08285 10.1624 4.39325C11.0656 6.84205 13.0656 7.39805 13.1496 7.42045C13.4144 7.49085 13.5992 7.73085 13.5976 8.00365C13.596 8.27725 13.412 8.51565 13.1464 8.58285C13.0648 8.60445 11.0656 9.16045 10.1624 11.6092C10.0728 11.8516 9.84402 12.0012 9.59922 12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg></a></section><hr class="h-px w-full border-stroke-primary dark:border-stroke-invert max-w-[1192px] mx-auto"/><section class=""><div class="mx-auto flex flex-col gap-3 items-center text-center mb-10"><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 246 151" class="w-[96px] sm:w-[246px]"><g fill="#E4D9C8" clip-path="url(#server-racks_svg__a)"><path d="M64.585 70.707c0-2.056-.082-3.562.024-5.051.103-1.436-.6-1.805-1.861-1.941a65 65 0 0 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1.63-1.773 2.43-.332.479-.651 1.009-1.315.902-.741-.12-1.103-.694-1.26-1.383-.337-1.48-.658-2.961-.98-4.444-.643-2.962-1.302-5.921-1.915-8.89a31 31 0 0 1-.555-3.632c-.045-.521.21-1.067.329-1.6z"></path><defs><clipPath id="server-racks_svg__a"><path fill="#fff" d="M48.644 83.479c0-9.395 7.616-17.012 17.01-17.012h102.878v79.386H48.644z"></path></clipPath><clipPath id="server-racks_svg__b"><path fill="#fff" d="m185.411 28.395 59.945 103.826-32.271 18.632L153.14 47.026z"></path></clipPath></defs></svg><h2 class="text-h3 md:text-h2 text-balance max-w-[588px]">So good, you’ll break things on purpose</h2><p class="text-body md:text-body-lg max-w-[588px]">Ready for modern incident management? Book a call with one of our experts today.</p></div><div class="flex gap-4 flex-col lg:flex-row lg:gap-4"><div class="basis-1/2"><img alt="Signup image" loading="lazy" width="1176" height="641" decoding="async" data-nimg="1" class="w-full h-full object-cover rounded-lg" style="color:transparent" srcSet="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=1200&amp;q=75 1x, /_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=3840&amp;q=75 2x" src="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=3840&amp;q=75"/></div><div class="basis-1/2 flex flex-col gap-6 bg-surface-secondary rounded-lg p-6"><div class="grow"><h3 class="text-body-emphasis mb-2">We’d love to talk to you about</h3><ul class="flex flex-col gap-2 text-body-serif grow"><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>All-in-one incident management</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Our unmatched speed of deployment</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Why we’re loved by users and easily adopted</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>How we work for the whole organization</li></ul></div><div class="flex justify-between items-center"><div class="w-full flex gap-4 flex-col sm:flex-row whitespace-nowrap"><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 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These levels help organizations manage incidents based on their impact and urgency.\"}],\"markDefs\":[{\"_key\":\"35b0242d98ca\",\"_type\":\"link\",\"href\":\"https://incident.io/blog/what-is-a-sev-1-incident\"}],\"style\":\"normal\"},{\"_key\":\"c4ac997311b0\",\"_type\":\"block\",\"children\":[{\"_key\":\"55611c317ebc\",\"_type\":\"span\",\"marks\":[],\"text\":\"SEV0 typically signifies a catastrophic event that demands immediate attention – the worst case scenario. But one of the biggest challenges with severity levels is their inherent subjectivity, especially as you near the SEV0 end of the spectrum. When the event your facing is something you’ve never faced before, it’s unlikely you’ll have a complete set of criteria on hand to capture it.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"dccd22f776e9\",\"_type\":\"block\",\"children\":[{\"_key\":\"5ec3bc6f2ed6\",\"_type\":\"span\",\"marks\":[],\"text\":\"That said, when you’re in a Sev0, you probably know. And if you don’t know for sure you should probably assume the worst and get on with fixing.\"}],\"markDefs\":[],\"style\":\"normal\"}],\"displayMode\":\"\",\"markDefs\":null},{\"_key\":\"a6a07ec88595\",\"_type\":\"horizontalRule\",\"markDefs\":null,\"style\":\"solid\"},{\"_key\":\"e18882cd7e26\",\"_type\":\"block\",\"children\":[{\"_key\":\"25aa9d39b9610\",\"_type\":\"span\",\"marks\":[],\"text\":\"Our advice for effectively handling the most severe of incidents\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-our-advice-for-effectively-handling-the-most-severe-of-incidents\",\"slug\":\"our-advice-for-effectively-handling-the-most-severe-of-incidents\"}],\"style\":\"h2\"},{\"_key\":\"58bd4b041d35\",\"_type\":\"block\",\"children\":[{\"_key\":\"fe8bb96039280\",\"_type\":\"span\",\"marks\":[],\"text\":\"Between our own experience, and the collective experiences of our customers, we’ve been through our fair share of SEV0s. \"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b41e6f14affc\",\"_type\":\"block\",\"children\":[{\"_key\":\"c32cecdad125\",\"_type\":\"span\",\"marks\":[],\"text\":\"And because of their infrequent nature, and disproportionate levels of human and system-level complexity, they rarely fit neatly into the \"},{\"_key\":\"fe8bb96039281\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"normal\"},{\"_key\":\"fe8bb96039282\",\"_type\":\"span\",\"marks\":[],\"text\":\" way you run incidents.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"0002a9d1c722\",\"_type\":\"block\",\"children\":[{\"_key\":\"7bae4eb02f09\",\"_type\":\"span\",\"marks\":[],\"text\":\"Fundamentally, Sev0's are not normal. Your usual \"},{\"_key\":\"e3d134776cbc\",\"_type\":\"span\",\"marks\":[\"0a431e4802cc\",\"underline\"],\"text\":\"incident response lifecycle\"},{\"_key\":\"b0ec880abf32\",\"_type\":\"span\",\"marks\":[],\"text\":\" steps will inform, but not dictate how you respond. 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Sometimes a Google Doc or other free-form way to track information is the best way to collaborate at the scale of these incidents.\"}],\"markDefs\":[{\"_key\":\"dfc721f46df0\",\"_type\":\"link\",\"href\":\"http://incident.io\"}],\"style\":\"normal\"},{\"_key\":\"009c8da56dd4\",\"_type\":\"block\",\"children\":[{\"_key\":\"9f5bea24f7d50\",\"_type\":\"span\",\"marks\":[],\"text\":\"Rather than fighting, lean into what works, and prioritize overall efficiency over rigidity. 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Whether it’s an engineering team that spin up their own channel to investigate a system they own, or the customer support team running their process face-to-face, the formation of “sub-incidents” is a natural tendency and necessary process.\"}],\"markDefs\":[{\"_key\":\"9717b5ddc27c\",\"_type\":\"link\",\"href\":\"https://incident.io/blog/how-to-structure-incident-response-teams\"}],\"style\":\"normal\"},{\"_key\":\"4a464bfb95b2\",\"_type\":\"block\",\"children\":[{\"_key\":\"56089e80f3390\",\"_type\":\"span\",\"marks\":[],\"text\":\"Whilst groups will likely form organically, it can be helpful to be explicit about the process. This looks like explicitly defining different streams of work, and being clear about who is leading each. 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