1464 lines
145 KiB
HTML
1464 lines
145 KiB
HTML
<!DOCTYPE html>
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<html lang="en">
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<head>
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<meta charset="UTF-8">
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<meta name="viewport" content="width=device-width, initial-scale=1">
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<link rel="profile" href="http://gmpg.org/xfn/11">
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<link rel="pingback" href="https://blog.danslimmon.com/xmlrpc.php">
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<title>Incident SEV scales are a waste of time – Dan Slimmon</title>
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<script type="text/javascript">
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WebFontConfig = {"google":{"families":["Montserrat:r:latin,latin-ext","Montserrat:r,i,b,bi:latin,latin-ext"]},"api_url":"https:\/\/fonts-api.wp.com\/css"};
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(function() {
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var wf = document.createElement('script');
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||
wf.src = '/wp-content/plugins/custom-fonts/js/webfont.js';
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wf.type = 'text/javascript';
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||
wf.async = 'true';
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var s = document.getElementsByTagName('script')[0];
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s.parentNode.insertBefore(wf, s);
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})();
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</script><style id="jetpack-custom-fonts-css">.wf-active body{font-family:"Montserrat",sans-serif}.wf-active code, .wf-active kbd, .wf-active pre, .wf-active samp{font-family:"Montserrat",sans-serif}.wf-active .main-navigation ul > li + li:before{font-family:"Montserrat",sans-serif}.wf-active .entry-meta > span{font-family:"Montserrat",sans-serif}.wf-active .page-links{font-family:"Montserrat",sans-serif}.wf-active .tagcloud a, .wf-active .tags-links a{font-family:"Montserrat",sans-serif}.wf-active .post-navigation span{font-family:"Montserrat",sans-serif}.wf-active .entry-content{font-family:"Montserrat",sans-serif}.wf-active .entry-content .more-link{font-family:"Montserrat",sans-serif}.wf-active .entry-content blockquote cite{font-family:"Montserrat",sans-serif}.wf-active code, .wf-active kbd, .wf-active pre{font-family:"Montserrat",sans-serif}.wf-active .gallery-caption, .wf-active .wp-caption-text{font-family:"Montserrat",sans-serif}.wf-active .entry-content fieldset legend{font-family:"Montserrat",sans-serif}.wf-active .entry-content label{font-family:"Montserrat",sans-serif}.wf-active .entry-content input, .wf-active .entry-content textarea{font-family:"Montserrat",sans-serif}.wf-active .comments-title span a{font-family:"Montserrat",sans-serif}.wf-active .comment-metadata, .wf-active .comment-reply-link{font-family:"Montserrat",sans-serif}.wf-active .comment-navigation a{font-family:"Montserrat",sans-serif}.wf-active .comment-respond form label{font-family:"Montserrat",sans-serif}.wf-active .comment-respond input[type="text"], .wf-active .comment-respond textarea{font-family:"Montserrat",sans-serif}.wf-active .comment-respond input[type="submit"]{font-family:"Montserrat",sans-serif}.wf-active .comment-list #cancel-comment-reply-link{font-family:"Montserrat",sans-serif}.wf-active .search-field{font-family:"Montserrat",sans-serif}.wf-active .posts-navigation span{font-family:"Montserrat",sans-serif}.wf-active #infinite-handle span{font-family:"Montserrat",sans-serif}.wf-active .widget{font-family:"Montserrat",sans-serif}.wf-active .widget_authors a strong, .wf-active .widget_recent_comments .comment-author-link, .wf-active .widget_recent_comments .comment-author-link a{font-family:"Montserrat",sans-serif}.wf-active .widget .search-field{font-family:"Montserrat",sans-serif}.wf-active .widget_recent_entries a, .wf-active .widget_recent_entries a:focus, .wf-active .widget_recent_entries a:hover, .wf-active .widget_recent_entries a:visited{font-family:"Montserrat",sans-serif}.wf-active .widget_rss li a{font-family:"Montserrat",sans-serif}.wf-active .site-info{font-family:"Montserrat",sans-serif}@media screen and (max-width: 1000px){.wf-active .mobile-search .search-field{font-family:"Montserrat",sans-serif}}.wf-active h1, .wf-active h2, .wf-active h3, .wf-active h4, .wf-active h5, .wf-active h6{font-family:"Montserrat",sans-serif;font-style:normal;font-weight:400}.wf-active .site-title{font-weight:400;font-style:normal}.wf-active .site-description{font-style:normal;font-weight:400}.wf-active .entry-title{font-weight:400;font-style:normal}.wf-active .post-navigation h4{font-weight:400;font-style:normal}.wf-active .entry-content h1, .wf-active .entry-content h2, .wf-active .entry-content h3, .wf-active .entry-content h4, .wf-active .entry-content h5{font-weight:400;font-style:normal}.wf-active .entry-content h6{font-weight:400;font-style:normal}.wf-active .entry-content h1{font-style:normal;font-weight:400}.wf-active .entry-content h2{font-style:normal;font-weight:400}.wf-active .entry-content h3{font-style:normal;font-weight:400}.wf-active .entry-content h4{font-style:normal;font-weight:400}.wf-active .entry-content h5{font-style:normal;font-weight:400}.wf-active .entry-content h6{font-family:"Montserrat",sans-serif;font-weight:400;font-style:normal}.wf-active .entry-content th{font-weight:400;font-style:normal}.wf-active .comment-reply-title, .wf-active .comments-title{font-weight:400;font-style:normal}.wf-active .page-title{font-family:"Montserrat",sans-serif;font-weight:400;font-style:normal}.wf-active .widget-title{font-family:"Montserrat",sans-serif;font-weight:400;font-style:normal}@media screen and (max-width: 600px){.wf-active .site-title{font-style:normal;font-weight:400}}@media screen and (max-width: 600px){.wf-active .entry-title{font-style:normal;font-weight:400}}@media screen and (max-width: 500px){.wf-active .comment-reply-title, .wf-active .comments-title{font-style:normal;font-weight:400}}@media screen and (max-width: 500px){.wf-active .entry-title{font-style:normal;font-weight:400}}@media screen and (max-width: 500px){.wf-active .entry-content h1{font-style:normal;font-weight:400}}@media screen and (max-width: 500px){.wf-active .entry-content h2{font-style:normal;font-weight:400}}@media screen and (max-width: 500px){.wf-active .entry-content h3{font-style:normal;font-weight:400}}@media screen and (max-width: 500px){.wf-active .entry-content h4{font-style:normal;font-weight:400}}@media screen and (max-width: 500px){.wf-active .entry-content h5{font-style:normal;font-weight:400}}@media screen and (max-width: 440px){.wf-active .comment-reply-title, .wf-active .comments-title{font-style:normal;font-weight:400}}@media screen and (max-width: 440px){.wf-active .entry-title{font-style:normal;font-weight:400}}</style>
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<meta name='robots' content='max-image-preview:large' />
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<!-- Async WordPress.com Remote Login -->
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<script id="wpcom_remote_login_js">
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var wpcom_remote_login_extra_auth = '';
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function wpcom_remote_login_remove_dom_node_id( element_id ) {
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var dom_node = document.getElementById( element_id );
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if ( dom_node ) { dom_node.parentNode.removeChild( dom_node ); }
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}
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function wpcom_remote_login_remove_dom_node_classes( class_name ) {
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var dom_nodes = document.querySelectorAll( '.' + class_name );
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for ( var i = 0; i < dom_nodes.length; i++ ) {
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dom_nodes[ i ].parentNode.removeChild( dom_nodes[ i ] );
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}
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}
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function wpcom_remote_login_final_cleanup() {
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wpcom_remote_login_remove_dom_node_classes( "wpcom_remote_login_msg" );
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wpcom_remote_login_remove_dom_node_id( "wpcom_remote_login_key" );
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wpcom_remote_login_remove_dom_node_id( "wpcom_remote_login_validate" );
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wpcom_remote_login_remove_dom_node_id( "wpcom_remote_login_js" );
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wpcom_remote_login_remove_dom_node_id( "wpcom_request_access_iframe" );
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wpcom_remote_login_remove_dom_node_id( "wpcom_request_access_styles" );
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}
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// Watch for messages back from the remote login
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window.addEventListener( "message", function( e ) {
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if ( e.origin === "https://r-login.wordpress.com" ) {
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var data = {};
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try {
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data = JSON.parse( e.data );
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} catch( e ) {
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wpcom_remote_login_final_cleanup();
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return;
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}
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if ( data.msg === 'LOGIN' ) {
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// Clean up the login check iframe
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wpcom_remote_login_remove_dom_node_id( "wpcom_remote_login_key" );
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var id_regex = new RegExp( /^[0-9]+$/ );
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var token_regex = new RegExp( /^.*|.*|.*$/ );
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if (
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token_regex.test( data.token )
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&& id_regex.test( data.wpcomid )
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) {
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// We have everything we need to ask for a login
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var script = document.createElement( "script" );
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script.setAttribute( "id", "wpcom_remote_login_validate" );
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script.src = '/remote-login.php?wpcom_remote_login=validate'
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+ '&wpcomid=' + data.wpcomid
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+ '&token=' + encodeURIComponent( data.token )
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+ '&host=' + window.location.protocol
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+ '//' + window.location.hostname
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+ '&postid=3073'
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+ '&is_singular=1';
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document.body.appendChild( script );
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}
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return;
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}
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// Safari ITP, not logged in, so redirect
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if ( data.msg === 'LOGIN-REDIRECT' ) {
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window.location = 'https://wordpress.com/log-in?redirect_to=' + window.location.href;
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return;
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}
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// Safari ITP, storage access failed, remove the request
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if ( data.msg === 'LOGIN-REMOVE' ) {
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var css_zap = 'html { -webkit-transition: margin-top 1s; transition: margin-top 1s; } /* 9001 */ html { margin-top: 0 !important; } * html body { margin-top: 0 !important; } @media screen and ( max-width: 782px ) { html { margin-top: 0 !important; } * html body { margin-top: 0 !important; } }';
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var style_zap = document.createElement( 'style' );
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style_zap.type = 'text/css';
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style_zap.appendChild( document.createTextNode( css_zap ) );
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document.body.appendChild( style_zap );
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var e = document.getElementById( 'wpcom_request_access_iframe' );
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e.parentNode.removeChild( e );
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document.cookie = 'wordpress_com_login_access=denied; path=/; max-age=31536000';
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return;
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}
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// Safari ITP
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if ( data.msg === 'REQUEST_ACCESS' ) {
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console.log( 'request access: safari' );
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// Check ITP iframe enable/disable knob
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if ( wpcom_remote_login_extra_auth !== 'safari_itp_iframe' ) {
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return;
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}
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// If we are in a "private window" there is no ITP.
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var private_window = false;
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try {
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var opendb = window.openDatabase( null, null, null, null );
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} catch( e ) {
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private_window = true;
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}
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if ( private_window ) {
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console.log( 'private window' );
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return;
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}
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var iframe = document.createElement( 'iframe' );
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iframe.id = 'wpcom_request_access_iframe';
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iframe.setAttribute( 'scrolling', 'no' );
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iframe.setAttribute( 'sandbox', 'allow-storage-access-by-user-activation allow-scripts allow-same-origin allow-top-navigation-by-user-activation' );
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iframe.src = 'https://r-login.wordpress.com/remote-login.php?wpcom_remote_login=request_access&origin=' + encodeURIComponent( data.origin ) + '&wpcomid=' + encodeURIComponent( data.wpcomid );
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var css = 'html { -webkit-transition: margin-top 1s; transition: margin-top 1s; } /* 9001 */ html { margin-top: 46px !important; } * html body { margin-top: 46px !important; } @media screen and ( max-width: 660px ) { html { margin-top: 71px !important; } * html body { margin-top: 71px !important; } #wpcom_request_access_iframe { display: block; height: 71px !important; } } #wpcom_request_access_iframe { border: 0px; height: 46px; position: fixed; top: 0; left: 0; width: 100%; min-width: 100%; z-index: 99999; background: #23282d; } ';
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||
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var style = document.createElement( 'style' );
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||
style.type = 'text/css';
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||
style.id = 'wpcom_request_access_styles';
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style.appendChild( document.createTextNode( css ) );
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||
document.body.appendChild( style );
|
||
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document.body.appendChild( iframe );
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||
}
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||
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||
if ( data.msg === 'DONE' ) {
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||
wpcom_remote_login_final_cleanup();
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||
}
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||
}
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||
}, false );
|
||
|
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// Inject the remote login iframe after the page has had a chance to load
|
||
// more critical resources
|
||
window.addEventListener( "DOMContentLoaded", function( e ) {
|
||
var iframe = document.createElement( "iframe" );
|
||
iframe.style.display = "none";
|
||
iframe.setAttribute( "scrolling", "no" );
|
||
iframe.setAttribute( "id", "wpcom_remote_login_key" );
|
||
iframe.src = "https://r-login.wordpress.com/remote-login.php"
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||
+ "?wpcom_remote_login=key"
|
||
+ "&origin=aHR0cHM6Ly9ibG9nLmRhbnNsaW1tb24uY29t"
|
||
+ "&wpcomid=38620006"
|
||
+ "&time=" + Math.floor( Date.now() / 1000 );
|
||
document.body.appendChild( iframe );
|
||
}, false );
|
||
</script>
|
||
<link rel='dns-prefetch' href='//s2.wp.com' />
|
||
<link rel='dns-prefetch' href='//widgets.wp.com' />
|
||
<link rel='dns-prefetch' href='//fonts-api.wp.com' />
|
||
<link rel='dns-prefetch' href='//s1.wp.com' />
|
||
<link rel='dns-prefetch' href='//s0.wp.com' />
|
||
<link rel="alternate" type="application/rss+xml" title="Dan Slimmon » Feed" href="https://blog.danslimmon.com/feed/" />
|
||
<link rel="alternate" type="application/rss+xml" title="Dan Slimmon » Comments Feed" href="https://blog.danslimmon.com/comments/feed/" />
|
||
<link rel="alternate" type="application/rss+xml" title="Dan Slimmon » Incident SEV scales are a waste of time Comments Feed" href="https://blog.danslimmon.com/2025/01/29/incident-sev-scales-are-a-waste-of-time/feed/" />
|
||
<script type="text/javascript">
|
||
/* <![CDATA[ */
|
||
function addLoadEvent(func) {
|
||
var oldonload = window.onload;
|
||
if (typeof window.onload != 'function') {
|
||
window.onload = func;
|
||
} else {
|
||
window.onload = function () {
|
||
oldonload();
|
||
func();
|
||
}
|
||
}
|
||
}
|
||
/* ]]> */
|
||
</script>
|
||
<style id="wp-img-auto-sizes-contain-inline-css">
|
||
img:is([sizes=auto i],[sizes^="auto," i]){contain-intrinsic-size:3000px 1500px}
|
||
/*# sourceURL=wp-img-auto-sizes-contain-inline-css */
|
||
</style>
|
||
<link crossorigin='anonymous' rel='stylesheet' id='all-css-2-1' href='/wp-content/mu-plugins/likes/jetpack-likes.css?m=1743883414i&cssminify=yes' type='text/css' media='all' />
|
||
<style id="wp-emoji-styles-inline-css">
|
||
|
||
img.wp-smiley, img.emoji {
|
||
display: inline !important;
|
||
border: none !important;
|
||
box-shadow: none !important;
|
||
height: 1em !important;
|
||
width: 1em !important;
|
||
margin: 0 0.07em !important;
|
||
vertical-align: -0.1em !important;
|
||
background: none !important;
|
||
padding: 0 !important;
|
||
}
|
||
/*# sourceURL=wp-emoji-styles-inline-css */
|
||
</style>
|
||
<style id="wp-block-library-inline-css">
|
||
:root{--wp-block-synced-color:#7a00df;--wp-block-synced-color--rgb:122,0,223;--wp-bound-block-color:var(--wp-block-synced-color);--wp-editor-canvas-background:#ddd;--wp-admin-theme-color:#007cba;--wp-admin-theme-color--rgb:0,124,186;--wp-admin-theme-color-darker-10:#006ba1;--wp-admin-theme-color-darker-10--rgb:0,107,160.5;--wp-admin-theme-color-darker-20:#005a87;--wp-admin-theme-color-darker-20--rgb:0,90,135;--wp-admin-border-width-focus:2px}@media (min-resolution:192dpi){:root{--wp-admin-border-width-focus:1.5px}}.wp-element-button{cursor:pointer}:root .has-very-light-gray-background-color{background-color:#eee}:root .has-very-dark-gray-background-color{background-color:#313131}:root .has-very-light-gray-color{color:#eee}:root .has-very-dark-gray-color{color:#313131}:root .has-vivid-green-cyan-to-vivid-cyan-blue-gradient-background{background:linear-gradient(135deg,#00d084,#0693e3)}:root .has-purple-crush-gradient-background{background:linear-gradient(135deg,#34e2e4,#4721fb 50%,#ab1dfe)}:root .has-hazy-dawn-gradient-background{background:linear-gradient(135deg,#faaca8,#dad0ec)}:root .has-subdued-olive-gradient-background{background:linear-gradient(135deg,#fafae1,#67a671)}:root .has-atomic-cream-gradient-background{background:linear-gradient(135deg,#fdd79a,#004a59)}:root .has-nightshade-gradient-background{background:linear-gradient(135deg,#330968,#31cdcf)}:root .has-midnight-gradient-background{background:linear-gradient(135deg,#020381,#2874fc)}:root{--wp--preset--font-size--normal:16px;--wp--preset--font-size--huge:42px}.has-regular-font-size{font-size:1em}.has-larger-font-size{font-size:2.625em}.has-normal-font-size{font-size:var(--wp--preset--font-size--normal)}.has-huge-font-size{font-size:var(--wp--preset--font-size--huge)}:root .has-text-align-center{text-align:center}:root .has-text-align-left{text-align:left}:root .has-text-align-right{text-align:right}.has-fit-text{white-space:nowrap!important}#end-resizable-editor-section{display:none}.aligncenter{clear:both}.items-justified-left{justify-content:flex-start}.items-justified-center{justify-content:center}.items-justified-right{justify-content:flex-end}.items-justified-space-between{justify-content:space-between}.screen-reader-text{word-wrap:normal!important;border:0;clip-path:inset(50%);height:1px;margin:-1px;overflow:hidden;padding:0;position:absolute;width:1px;word-break:normal!important}.screen-reader-text:focus{background-color:#ddd;clip-path:none;color:#444;display:block;font-size:1em;height:auto;left:5px;line-height:normal;padding:15px 23px 14px;text-decoration:none;top:5px;width:auto;z-index:100000}html :where(.has-border-color){border-style:solid}html :where([style^=border-color],[style*=";border-color"],[style*="; border-color"]){border-style:solid}html :where([style^=border-top-color],[style*=";border-top-color"],[style*="; border-top-color"]){border-top-style:solid}html :where([style^=border-right-color],[style*=";border-right-color"],[style*="; border-right-color"]){border-right-style:solid}html :where([style^=border-bottom-color],[style*=";border-bottom-color"],[style*="; border-bottom-color"]){border-bottom-style:solid}html :where([style^=border-left-color],[style*=";border-left-color"],[style*="; border-left-color"]){border-left-style:solid}html :where([style^=border-width],[style*=";border-width"],[style*="; border-width"]){border-style:solid}html :where([style^=border-top-width],[style*=";border-top-width"],[style*="; border-top-width"]){border-top-style:solid}html :where([style^=border-right-width],[style*=";border-right-width"],[style*="; border-right-width"]){border-right-style:solid}html :where([style^=border-bottom-width],[style*=";border-bottom-width"],[style*="; border-bottom-width"]){border-bottom-style:solid}html :where([style^=border-left-width],[style*=";border-left-width"],[style*="; border-left-width"]){border-left-style:solid}html :where(img[class*=wp-image-]){height:auto;max-width:100%}:where(figure){margin:0 0 1em}html :where(.is-position-sticky){--wp-admin--admin-bar--position-offset:var(--wp-admin--admin-bar--height,0px)}@media screen and (max-width:600px){html :where(.is-position-sticky){--wp-admin--admin-bar--position-offset:0px}}
|
||
|
||
/*# sourceURL=/wp-content/plugins/gutenberg-core/v23.9.1/build/styles/block-library/common.min.css */
|
||
</style>
|
||
<link crossorigin='anonymous' rel='stylesheet' id='all-css-0-2' href='/wp-content/plugins/gutenberg-core/v23.9.1/build/styles/block-library/group/style.min.css?m=1788785546i&cssminify=yes' type='text/css' media='all' />
|
||
<style id="wp-block-table-inline-css">
|
||
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<article id="post-3073" class="post-3073 post type-post status-publish format-standard has-post-thumbnail hentry category-incident-response tag-devops tag-ops tag-sre">
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<header class="entry-header">
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<h1 class="entry-title">Incident SEV scales are a waste of time</h1>
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<div class="entry-meta">
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<span class="posted-on">On <a href="https://blog.danslimmon.com/2025/01/29/incident-sev-scales-are-a-waste-of-time/" rel="bookmark"><time class="entry-date published" datetime="2025-01-29T17:56:30+00:00">2025/01/29</time><time class="updated" datetime="2025-02-08T15:24:18+00:00">2025/02/08</time></a></span><span class="byline"> By <span class="author vcard"><a class="url fn n" href="https://blog.danslimmon.com/author/danslimmon/">Dan Slimmon</a></span></span><span class="cat-links">In <a href="https://blog.danslimmon.com/category/incident-response/" rel="category tag">incident-response</a></span> </div><!-- .entry-meta -->
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<div class="entry-content">
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<p class="wp-block-paragraph">Ask an engineering leader about their incident response protocol and they’ll tell you about their <strong>severity scale</strong>. “The first thing we do is we assign a severity to the incident,” they’ll say, “so the right people will get notified.”</p>
|
||
|
||
|
||
|
||
<p class="wp-block-paragraph">And this is sensible. In order to figure out whom to get involved, decision makers need to know how bad the problem is. If the problem is trivial, a small response will do, and most people can get on with their day. If it’s severe, it’s all hands on deck.</p>
|
||
|
||
|
||
|
||
<p class="wp-block-paragraph">Severity correlates (or at least, it’s easy to imagine it correlating) to financial impact. This makes a SEV scale appealing to management: it takes production incidents, which are so complex as to defy tidy categorization on any dimension, and helps make them <a href="https://blog.danslimmon.com/2023/03/24/post-mortems-content-over-structure/">legible</a>.</p>
|
||
|
||
|
||
|
||
<p class="wp-block-paragraph">A typical SEV scale looks like this:</p>
|
||
|
||
|
||
|
||
<ul class="wp-block-list">
|
||
<li>SEV-3: Impact limited to internal systems.</li>
|
||
|
||
|
||
|
||
<li>SEV-2: Non-customer-facing problem in production.</li>
|
||
|
||
|
||
|
||
<li>SEV-1: Service degradation with limited impact in production.</li>
|
||
|
||
|
||
|
||
<li>SEV-0: Widespread production outage. All hands on deck!</li>
|
||
</ul>
|
||
|
||
|
||
|
||
<p class="wp-block-paragraph">But when you’re organizing an incident response, is severity really what matters?</p>
|
||
|
||
|
||
|
||
<h2 class="wp-block-heading">The Finger of God</h2>
|
||
|
||
|
||
|
||
<p class="wp-block-paragraph">SEV scales are rather like the <a href="https://en.wikipedia.org/wiki/Fujita_scale">Fujita Scale</a>, which you may recall from the American film masterpiece <em>Twister</em> (1996). The Fujita Scale was invented in 1971 by Ted Fujita (seen here with Whoosh, a miniature tornado he rescued from tornado poachers and raised as his own).</p>
|
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<p class="wp-block-paragraph">The Fujita scale classifies tornados according to the amount of damage they cause to human-built structures and vegetation:</p>
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<figure class="wp-block-table"><table class="has-fixed-layout"><tbody><tr><td><strong>F0</strong></td><td>Light damage</td><td>Broken windows; minor roof damage; tree branches broken off.</td></tr><tr><td><strong>F1</strong></td><td>Moderate damage</td><td>Cars pushed off road; major roof damage; significant damage to mobile homes</td></tr><tr><td><strong>F2</strong></td><td>Significant damage</td><td>Roof loss; collapse of exterior walls; vehicles lifted off ground; large numbers of trees uprooted</td></tr><tr><td><strong>F3</strong></td><td>Severe damage</td><td>A few parts of buildings left standing; train cars overturned; total loss of vegetation</td></tr><tr><td><strong>F4</strong></td><td>Devastating damage</td><td>Homes reduced to debris; trains lifted off ground and turned into projectiles</td></tr><tr><td><strong>F5</strong></td><td>Incredible damage</td><td>Well-anchored homes lifted into the air and obliterated; steel-reinforced structures leveled; “Incredible phenomena can and will occur”</td></tr></tbody></table></figure>
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<p class="wp-block-paragraph">Or, more colorfully,</p>
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<p class="wp-block-paragraph"><strong>BILL</strong>: It’s the Fujita scale. It measures a tornado’s intensity by how much it eats.<br><strong>MELISSA</strong>: Eats?<br><strong>BILL</strong>: Destroys.<br><strong>LAURENCE</strong>: That one we encountered back there was a strong F2, possibly an F3.<br><strong>BELTZER</strong>: Maybe we’ll see some 4’s.<br><strong>HAYNES</strong>: That would be sweet!<br><strong>BILL</strong>: 4 is good. 4 will relocate your house very efficiently.<br><strong>MELISSA</strong>: Is there an F5?<br>(Silence.)<br><strong>MELISSA</strong>: What would that be like?<br><strong>JASON</strong>: The Finger of God.</p>
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<p class="wp-block-paragraph">Fujita scores are not assigned at the moment a tornado is born, nor at the moment it is observed, nor yet the moment it’s reported to the National Weather Service. They’re assigned only after the damage has been assessed. During this assessment, many tools may be brought to bear, including weather radar data, media reports, witness testimony, and expert elicitation. It can take quite a while. It may even be inconclusive: the <a href="https://www.spc.noaa.gov/faq/tornado/ef-ttu.pdf">Enhanced Fujita scale</a> has a special “unknown” score for tornados, which is used for storms that happen to cross an area devoid of buildings or vegetation to “eat.” No matter how immensely powerful a tornado may be, if it causes no surveyable damage, its score is unknown.</p>
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<h2 class="wp-block-heading">Is severity even the point?</h2>
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<p class="wp-block-paragraph">In many cases, when we’re just beginning to respond to a software incident, we don’t yet know how bad a problem we’re dealing with. We can try to use the evidence at hand to hazard a guess, but the evidence at hand is likely to be scant, ambiguous, and divorced from context. (I’m by no means the first to notice these issues with SEV scales – see Fred Hebert’s <em><a href="https://www.honeycomb.io/blog/against-incident-severities-favor-incident-types">Against Incident Severities and in Favor of Incident Types</a></em> for an excellent take.)</p>
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<p class="wp-block-paragraph">Maybe all we have is a handful of support tickets. A handful of support tickets could imply a small hiccup, or it could point to the start of a major issue. We don’t know yet.</p>
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<p class="wp-block-paragraph">Or the evidence might be a single alert about a spike in error rate. Are the errors all for a single customer? What’s the user’s experience? What’s a <em>normal</em> error rate?</p>
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<p class="wp-block-paragraph">This uncertainty makes it quite hard to assign an accurate incident severity – at least, without doing additional, time-consuming research. Ultimately, though, what incident response calls for is not a judgement of severity. It’s a judgement of <em>complexity</em>.</p>
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<p class="wp-block-paragraph">The Incident Command System, employed by disaster response agencies such as FEMA and the DHS, provides an illustration of complexity-based scoring. It defines a range of <a href="https://www.fema.gov/sites/default/files/documents/nims-incident-complexity-guide.pdf">incident types</a>:</p>
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<figure class="wp-block-table"><table class="has-fixed-layout"><tbody><tr><td><strong>Incident type</strong></td><td><strong>Complexity</strong></td><td><strong>Examples</strong></td></tr><tr><td>Type 5</td><td>Up to 6 personnel; no written action plan required</td><td>Vehicle fire; injured person; traffic stop</td></tr><tr><td>Type 4</td><td>“Task Force” or “Strike team” required; multiple kinds of resources required</td><td>Hazmat spill on a roadway; large commercial fire</td></tr><tr><td>Type 3</td><td>Command staff positions filled; incident typically extends into multiple shifts; may require an incident base</td><td>Tornado damage to small section of city; detonation of a large explosive device; water main break</td></tr><tr><td>Type 2</td><td>Resources may need to remain on scene several weeks; multiple facilities required; complex aviation operations may be involved</td><td>Railroad car hazmat leak requiring multi-day evacuation; wildfire in a populated area; river flooding affecting an entire town</td></tr><tr><td>Type 1</td><td>Numerous facilities and resource types required; coordination between federal assets and NGO responders; 1000 or more responders</td><td>Pandemic; Category 4 hurricane; large wind-driven wildfire threatening an entire city</td></tr></tbody></table></figure>
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<p class="wp-block-paragraph">Complexity-based classification has a key advantage over that based on impact. Namely: by the time you’ve thought enough to know how complex a response you need, you already have the beginning of a plan. In other words, whereas the impact-based Fujita system is suited to <em>analysis</em>, the complexity-based ICS types are suited to <em>action</em>.</p>
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<h2 class="wp-block-heading">A complexity scale for software incidents</h2>
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<p class="wp-block-paragraph">Impact-based systems, like SEV scores, do little to support responders at incident time. A complexity-based system is far better. Here’s an example of a complexity-based system for software incidents:</p>
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<figure class="wp-block-table"><table class="has-fixed-layout"><tbody><tr><td></td><td>Complexity</td><td>Example</td></tr><tr><td><strong>C-1</strong></td><td>A handful of engineers from a single team. No handoffs.</td><td>Disk space is filling up on a log server</td></tr><tr><td><strong>C-2</strong></td><td>Coordination between teams and/or across shifts. Customer support may be involved.</td><td>Out-of-control database queries causing a performance degradation for some customers</td></tr><tr><td><strong>C-3</strong></td><td>Coordination among 3 or more teams. Customer-facing status posts may be called for. Deploys may be paused.</td><td>Outage of account-administrative functions. Severe delay in outgoing notifications.</td></tr><tr><td><strong>C-4</strong></td><td>Sustained, intense coordination cutting across all engineering team boundaries. Third-party relationships activated. Executives may be involved.</td><td>Website down due to unexplained network timeouts. Cloud provider region failure.</td></tr></tbody></table></figure>
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<p class="wp-block-paragraph">If you’re in control of your company’s incident response policy, consider whether a severity scale is going to be helpful to responders in the moment. You might come to the conclusion that you don’t need any scale at all! But if you do need to classify ongoing incidents, would you rather use a system that asks “How bad is it?,” or one that asks “What’s our plan?”</p>
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<p class="wp-block-paragraph">This is a really interesting take on the efficacy of impact-based severities. I feel both approaches share similar levels of ambiguity of determining the right level though. Is it easier to establish incident complexity than impact? I wondered whether the real problem is the signal required to make the determination to begin with. Could specific SLOs and alerts help us clearly define impact in a way that increases the utility of incident severities? </p>
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2025/02/07 at 03:15 </time>
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<p>> both approaches share similar levels of ambiguity of determining the right level</p>
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<p>You’re not wrong. But there’s a crucial difference. Whereas a SEV score is an estimate of some hidden attribute of the incident (its impact), a C score is just a statement of how big a response you’re organizing. In both cases, you’re making a subjective evaluation, but with a SEV score that evaluation can be *wrong*. With a C score, the worst it can be is inadequate for now. If things progress and you find you need a bigger response, you update the score. But you were never wrong.</p>
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<p>> Could specific SLOs and alerts help us clearly define impact in a way that increases the utility of incident severities?</p>
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<p>In some cases yes. The most obvious cases anyway: the ones you can envision clearly enough in advance to judge their severity. “All requests are returning 500;” “emails aren’t going out,” etc. However, there’s a whole (IMO much larger) class of incidents whose severity can’t be determine in advance, because you don’t know how they’ll play out. When these occur, you won’t generally know their severity without further research, but you can still immediately declare what level of response you wish to organize.</p>
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2025/02/07 at 21:28 </time>
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<p>Pingback: <a href="https://uptimelabs.io/is-there-a-purpose-in-assigning-incident-severity/" class="url" rel="ugc external nofollow">Is There A Purpose In Assigning Incident Severity? - Uptime Labs</a> </p>
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<p>Pingback: <a href="http://surfingcomplexity.blog/2025/12/22/another-way-to-rate-incidents/" class="url" rel="ugc external nofollow">Another way to rate incidents – Surfing Complexity</a> </p>
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