485 lines
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<title data-rh="true">None Yet - by Tim Irving - Zero Sev Zero</title>
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<meta data-rh="true" name="theme-color" content="#F7F0DC"/><meta data-rh="true" property="og:type" content="article"/><meta data-rh="true" property="og:title" content="None Yet"/><meta data-rh="true" name="twitter:title" content="None Yet"/><meta data-rh="true" name="description" content="A reader asked what day one looks like. This is all of it."/><meta data-rh="true" property="og:description" content="A reader asked what day one looks like. This is all of it."/><meta data-rh="true" name="twitter:description" content="A reader asked what day one looks like. This is all of it."/><meta data-rh="true" property="og:image" content="https://substackcdn.com/image/fetch/$s_!lIPl!,w_1200,h_675,c_fill,f_jpg,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Faf5a2c10-f7d7-4aed-be73-c2fcc193dc70_2544x1904.png"/><meta data-rh="true" name="twitter:image" content="https://substackcdn.com/image/fetch/$s_!iaxs!,f_auto,q_auto:best,fl_progressive:steep/https%3A%2F%2F0sev0.substack.com%2Fapi%2Fv1%2Fpost_preview%2F205684133%2Ftwitter.jpg%3Fversion%3D4"/><meta data-rh="true" name="twitter:card" content="summary_large_image"/><meta data-rh="true" property="article:modified_time" content="2026-07-06T23:07:50.283Z"/>
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<meta name="author" content="Tim Irving" />
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class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><p></p><p>A reader asked what a small company should build for incident management on day one. Here is the entire policy.</p><div><hr/></div><p><strong>Incident Policy, v1</strong></p><p><strong>When to declare.</strong><span> Declare an incident when a problem needs more attention than you can give it alone. The question is never how bad it is. The question is whether you need people. If unsure, declare. Nobody will ever be criticised for declaring an incident that turned out to be nothing.</span></p><p><strong>What happens when you declare.</strong><span> For the people involved, normal work is suspended. One channel per incident. One person drives: they say who does what, and they say when it’s over. Whoever declares, drives, until they hand it to someone else.</span></p><p><strong>Who is on call.</strong><span> One person, one week at a time, on a roster we build together. If you’re not on the roster this week, you’re off. Off means off.</span></p><p><strong>Communication.</strong><span> The driver, or someone they pick, posts what we know, what we’re doing, and when the next update lands. Guesses are labelled as guesses. If customers are affected, tell them in plain words before they find out for themselves.</span></p><p><strong>Afterwards.</strong><span> Within a week, the driver, or someone they pick, writes a short record. What happened, what we learned, what we’ll change. Anything we’ll change goes in the backlog like any other work, or it will not happen.</span></p><p><strong>The count.</strong><span> Every incident goes on the list. Date, duration, what broke, what fixed it. A spreadsheet is fine.</span></p><p><strong>Amendments</strong></p><p>None yet.</p><div><hr/></div><p>If your first reaction is that this cannot be enough, good. Hold onto that.</p><p>Every incident process you have ever worked under is a record of wounds. Each rule in the big binder at the big company exists because one day, somewhere, its absence hurt. The severity matrix followed a fight. The commander role followed a shambles. The comms template followed a customer finding out the hard way. Process is what an organisation writes down after it bleeds, and a company that has not bled yet has almost nothing to write. Copy the binder anyway and you inherit its injuries without its history. The document above is short because your scars are few. It will not stay that way.</p><p>Most of the page explains itself. Three lines do not.</p><blockquote><p>Declare an incident when a problem needs more attention than you can give it alone.</p></blockquote><p>A declaration is not a verdict on severity. It is a mode switch. The moment someone declares, the rules of normal work suspend for the people involved: one channel, one driver, updates on a clock. That is all an incident is at this size. A signal that says stop what you are doing, I need you.</p><p>Which is why declaring has to be cheap. The engineer who declares at 2am over something that resolves itself by 2:15 has not cried wolf. They have tested the machinery, and the machinery worked. Say so in public. The alternative is a team that hesitates before pulling the handle, and hesitation is the most expensive failure mode available to you right now.</p><blockquote><p>One person drives: they say who does what, and they say when it’s over.</p></blockquote><p>Note what this line does not say. It does not say incident commander. There is no role here, no training, no rotation of certified humans. There is a rule that at any moment exactly one person is driving, and everyone knows who. The named role comes later, and you will find it below, filed with the other things you do not need yet. The rule and the role are different sizes. Confusing them is how a fifteen-person company ends up with a forty-slide onboarding deck for a job nobody holds.</p><blockquote><p>If you’re not on the roster this week, you’re off. Off means off.</p></blockquote><p>The roster looks like the part where a burden gets imposed. It is the opposite. At fifteen people, everyone is already on call, all the time, informally and without end. The pager in everyone’s head never stops. A roster does not create the on state. It creates the off state. Its product is the fourteen people allowed to sleep tonight because it is not their week.</p><p>This is also why the policy says a roster we build together, not a roster I have built. Write the thing with the team in the room, not for them. People defend rules they watched get made, and an on-call roster runs on that goodwill and nothing else.</p><p>Now for what is missing, which is most of the discipline. Everything absent from the policy is absent on purpose, and none of it is absent forever. Simple systems that work grow into complex systems that work; it does not run the other way. So every omission below carries an expiry date, written as an injury. When the absence of a thing has hurt you twice, it has earned its place in the document.</p><p><strong>Severity.</strong><span> A severity matrix is a treaty, and treaties follow wars. Yours arrives the week two incidents both claim to be the most important thing in the company, or the month your services outgrow anyone’s ability to judge a response by feel.</span></p><p><strong>Incident commander.</strong><span> Someone always drives; that rule is already on the page. The role gets a name the day two people both believe they are driving, or the day nobody does. Training and rotation follow the title, not the other way around.</span></p><p><strong>Blameless.</strong><span> You do not legislate blamelessness at fifteen people. You model it. The written rule arrives the morning after somebody breaks the norm you never wrote down, and not a day before.</span></p><p><strong>Tooling.</strong><span> The spreadsheet is the tool. Automation gets bought one manual step at a time, each purchase justified by the incident where that step cost minutes you did not have. When the spreadsheet starts lying to you, you may go shopping.</span></p><p><strong>Reporting.</strong><span> Five incidents is a stack of anecdotes. Five hundred is a dataset. When the count can hold a trend, start reporting, because the people you report to fund trajectories, not moments. Until then, the count is not for them. It is a letter to the company you will be at fifty people.</span></p><p>Which leaves the last section, where two words are doing the most work on the page. None yet. Not none needed. 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https://substackcdn.com/image/fetch/$s_!RJDZ!,w_96,h_96,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F48861d3d-0f1d-4508-8a10-c13d90bfe503_144x144.png 3x"/><img src="https://substackcdn.com/image/fetch/$s_!RJDZ!,w_32,h_32,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F48861d3d-0f1d-4508-8a10-c13d90bfe503_144x144.png" alt="Lisa's avatar" srcset="https://substackcdn.com/image/fetch/$s_!RJDZ!,w_32,h_32,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F48861d3d-0f1d-4508-8a10-c13d90bfe503_144x144.png 1x, https://substackcdn.com/image/fetch/$s_!RJDZ!,w_64,h_64,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F48861d3d-0f1d-4508-8a10-c13d90bfe503_144x144.png 2x, https://substackcdn.com/image/fetch/$s_!RJDZ!,w_96,h_96,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F48861d3d-0f1d-4508-8a10-c13d90bfe503_144x144.png 3x" width="32" height="32" draggable="false" class="img-OACg1c object-fit-cover-u4ReeV pencraft pc-reset"/></picture></div></div></a></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset flex-grow-rzmknG"><div class="pencraft pc-display-flex pc-reset"><div class="pencraft pc-display-flex pc-flexDirection-column pc-gap-4 pc-reset"><div class="pencraft pc-display-flex pc-minWidth-0 pc-gap-8 pc-alignItems-center pc-justifyContent-space-between pc-reset line-height-20-t4M0El font-text-qe4AeH size-15-Psle70 weight-regular-mUq6Gb"><div class="pencraft pc-display-flex pc-minWidth-0 pc-gap-8 pc-alignItems-center pc-reset flex-grow-rzmknG"><div class="pencraft pc-display-flex pc-gap-6 pc-reset color-primary-zABazT line-height-20-t4M0El font-text-qe4AeH size-13-hZTUKr weight-regular-mUq6Gb reset-IxiVJZ comment-author-name"><div class="pencraft pc-display-flex pc-gap-4 pc-minWidth-0 pc-alignItems-center pc-reset"><span class="pencraft pc-reset ellipsis-Jb8om8 line-height-20-t4M0El font-text-qe4AeH size-15-Psle70 weight-medium-fw81nC reset-IxiVJZ"><span style="min-width:0;" data-state="closed"><span class="pencraft pc-reset decoration-hover-underline-ClDVRM reset-IxiVJZ"><a href="https://substack.com/profile/112970469-lisa?utm_source=substack-feed-item" showBack data-native="true" class="link-LIBpto">Lisa</a></span></span></span></div></div><a data-native="true" href="https://read.zerosevzero.com/p/none-yet/comment/293491463" rel="nofollow" title="Jul 13, 2026, 6:05 AM" class="pencraft pc-reset color-secondary-ls1g8s decoration-hover-underline-ClDVRM reset-IxiVJZ"><span class="pencraft pc-reset color-secondary-ls1g8s line-height-20-t4M0El font-text-qe4AeH size-13-hZTUKr weight-regular-mUq6Gb nowrap-QngyoB reset-IxiVJZ">Jul 13</span></a></div></div><div class="pencraft pc-display-flex pc-gap-4 pc-reset"><button tabindex="-1" type="button" class="pencraft pc-display-flex pc-gap-4 pc-height-20 pc-paddingLeft-6 pc-paddingRight-6 pc-paddingTop-2 pc-paddingBottom-2 pc-alignItems-center pc-reset font-text-qe4AeH size-11-NuY2Zx weight-medium-fw81nC pencraft tag-XbOVLt theme_accent-Y2sqZY priority_secondary-outline-RpooJS pencraft pc-display-flex pc-height-20 pc-paddingLeft-6 pc-paddingRight-6 pc-paddingTop-2 pc-paddingBottom-2 pc-gap-4 pc-alignItems-center pc-reset cursor-inherit-LxLBJ6 pc-borderRadius-xs font-text-qe4AeH size-11-NuY2Zx weight-medium-fw81nC"><div class="pencraft pc-display-flex pc-alignItems-center pc-reset leading-mI5Ihl fillIcon-dQ0mii"><svg aria-hidden="true" style="height:14px;width:14px;" width="14" height="14" viewBox="0 0 20 20" fill="var(--color-fg-primary)" stroke-width="2.5" stroke="#000" xmlns="http://www.w3.org/2000/svg"><g><path stroke="none" d="M9.99915 16.7256C9.90515 16.7256 9.79102 16.692 9.65674 16.6249C9.52246 16.5622 9.3949 16.4906 9.27405 16.41C8.02974 15.6044 6.94657 14.7584 6.02454 13.8722C5.10697 12.9815 4.3953 12.0662 3.88953 11.1262C3.38375 10.1818 3.13086 9.23067 3.13086 8.27283C3.13086 7.63725 3.23157 7.05762 3.43298 6.53394C3.63888 6.01025 3.92086 5.55819 4.27893 5.17773C4.64148 4.79728 5.05774 4.50635 5.52771 4.30493C6.00216 4.09904 6.51241 3.99609 7.05847 3.99609C7.73433 3.99609 8.31844 4.16618 8.81079 4.50635C9.30762 4.84652 9.70374 5.28963 9.99915 5.83569C10.299 5.28516 10.6951 4.84204 11.1875 4.50635C11.6843 4.16618 12.2707 3.99609 12.9465 3.99609C13.4836 3.99609 13.9894 4.09904 14.4639 4.30493C14.9428 4.50635 15.3613 4.79728 15.7194 5.17773C16.0774 5.55819 16.3572 6.01025 16.5586 6.53394C16.7645 7.05762 16.8674 7.63725 16.8674 8.27283C16.8674 9.23067 16.6145 10.1818 16.1088 11.1262C15.603 12.0662 14.8891 12.9815 13.967 13.8722C13.0495 14.7584 11.9708 15.6044 10.731 16.41C10.6056 16.4906 10.4758 16.5622 10.3416 16.6249C10.2118 16.692 10.0976 16.7256 9.99915 16.7256Z"></path></g></svg></div>Liked by Tim Irving</button></div></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset flex-grow-rzmknG"></div><div class="pencraft pc-display-flex pc-reset comment-menu-trigger-container triggerContainer-eX588u"><button tabindex="0" type="button" aria-label="Ellipsis" id="radix-P0-83" aria-haspopup="menu" aria-expanded="false" data-state="closed" class="pencraft pc-reset pencraft trigger-j08Uop iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_quaternary-kpMibu"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-ellipsis"><circle cx="12" cy="12" r="1"></circle><circle cx="19" cy="12" r="1"></circle><circle cx="5" cy="12" r="1"></circle></svg></button></div></div><div class="comment-body expanded"><p><span>I love the ‘not yet’ approach to mature the guides / roles as need builds.</span></p></div><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-8 pc-justifyContent-flex-start pc-alignItems-center pc-reset comment-actions withShareButton-hQzuEn"><span class="pencraft pc-reset decoration-hover-underline-ClDVRM reset-IxiVJZ"><a class="pencraft pc-reset link-_X6et2 link-LIBpto"><div class="pencraft pc-display-flex pc-gap-6 pc-alignItems-center pc-reset"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="var(--color-fg-secondary-themed)" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-message-circle"><path d="M7.9 20A9 9 0 1 0 4 16.1L2 22Z"></path></svg><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA comment-actions-label">Reply</div></div></a></span><span 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class="more-replies-container"><a href="https://read.zerosevzero.com/p/none-yet/comment/293491463" class="more-replies">1 reply by Tim Irving</a></div></div><div class="comment"><div id="comment-289715025" class="comment-anchor"></div><div id="comment-289715025-reply" class="comment-anchor"></div><div role="article" aria-label="Comment by Nune Isabekyan" class="pencraft pc-display-flex pc-gap-12 pc-paddingBottom-12 pc-reset comment-content"><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset"><a href="https://substack.com/profile/393993555-nune-isabekyan?utm_source=comment" aria-label="View Nune Isabekyan's profile" class="pencraft pc-display-contents pc-reset"><div style="--scale:32px;" tabindex="0" class="pencraft pc-display-flex pc-width-32 pc-height-32 pc-justifyContent-center pc-alignItems-center pc-position-relative pc-reset bg-secondary-UUD3_J flex-auto-j3S2WA animate-XFJxE4 outline-detail-vcQLyr pc-borderRadius-full overflow-hidden-WdpwT6 sizing-border-box-DggLA4 pressable-sm-YIJFKJ showFocus-sk_vEm container-TAtrWj interactive-UkK0V6"><div style="--scale:32px;" title="Nune Isabekyan" class="pencraft pc-display-flex pc-width-32 pc-height-32 pc-justifyContent-center pc-alignItems-center pc-position-relative pc-reset bg-secondary-UUD3_J flex-auto-j3S2WA outline-detail-vcQLyr pc-borderRadius-full overflow-hidden-WdpwT6 sizing-border-box-DggLA4 container-TAtrWj"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!LYLo!,w_32,h_32,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fb429f645-dbc4-4b15-b549-42ff03d11daa_383x383.jpeg 1x, https://substackcdn.com/image/fetch/$s_!LYLo!,w_64,h_64,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fb429f645-dbc4-4b15-b549-42ff03d11daa_383x383.jpeg 2x, https://substackcdn.com/image/fetch/$s_!LYLo!,w_96,h_96,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fb429f645-dbc4-4b15-b549-42ff03d11daa_383x383.jpeg 3x"/><img src="https://substackcdn.com/image/fetch/$s_!LYLo!,w_32,h_32,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fb429f645-dbc4-4b15-b549-42ff03d11daa_383x383.jpeg" alt="Nune Isabekyan's avatar" srcset="https://substackcdn.com/image/fetch/$s_!LYLo!,w_32,h_32,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fb429f645-dbc4-4b15-b549-42ff03d11daa_383x383.jpeg 1x, https://substackcdn.com/image/fetch/$s_!LYLo!,w_64,h_64,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fb429f645-dbc4-4b15-b549-42ff03d11daa_383x383.jpeg 2x, https://substackcdn.com/image/fetch/$s_!LYLo!,w_96,h_96,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fb429f645-dbc4-4b15-b549-42ff03d11daa_383x383.jpeg 3x" width="32" height="32" draggable="false" class="img-OACg1c object-fit-cover-u4ReeV pencraft pc-reset"/></picture></div></div></a></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset flex-grow-rzmknG"><div class="pencraft pc-display-flex pc-reset"><div class="pencraft pc-display-flex pc-flexDirection-column pc-gap-4 pc-reset"><div class="pencraft pc-display-flex pc-minWidth-0 pc-gap-8 pc-alignItems-center pc-justifyContent-space-between pc-reset line-height-20-t4M0El font-text-qe4AeH size-15-Psle70 weight-regular-mUq6Gb"><div class="pencraft pc-display-flex pc-minWidth-0 pc-gap-8 pc-alignItems-center pc-reset flex-grow-rzmknG"><div class="pencraft pc-display-flex pc-gap-6 pc-reset color-primary-zABazT line-height-20-t4M0El font-text-qe4AeH size-13-hZTUKr weight-regular-mUq6Gb reset-IxiVJZ comment-author-name"><div class="pencraft pc-display-flex pc-gap-4 pc-minWidth-0 pc-alignItems-center pc-reset"><span class="pencraft pc-reset ellipsis-Jb8om8 line-height-20-t4M0El font-text-qe4AeH size-15-Psle70 weight-medium-fw81nC reset-IxiVJZ"><span style="min-width:0;" data-state="closed"><span class="pencraft pc-reset decoration-hover-underline-ClDVRM reset-IxiVJZ"><a href="https://substack.com/profile/393993555-nune-isabekyan?utm_source=substack-feed-item" showBack data-native="true" class="link-LIBpto">Nune Isabekyan</a></span></span></span></div></div><span style="min-width:0;" data-state="closed"></span><a data-native="true" href="https://read.zerosevzero.com/p/none-yet/comment/289715025" rel="nofollow" title="Jul 7, 2026, 7:48 AM" class="pencraft pc-reset color-secondary-ls1g8s decoration-hover-underline-ClDVRM reset-IxiVJZ"><span class="pencraft pc-reset color-secondary-ls1g8s line-height-20-t4M0El font-text-qe4AeH size-13-hZTUKr weight-regular-mUq6Gb nowrap-QngyoB reset-IxiVJZ">Jul 7</span></a></div></div><div class="pencraft pc-display-flex pc-gap-4 pc-reset"><button tabindex="-1" type="button" class="pencraft pc-display-flex pc-gap-4 pc-height-20 pc-paddingLeft-6 pc-paddingRight-6 pc-paddingTop-2 pc-paddingBottom-2 pc-alignItems-center pc-reset font-text-qe4AeH size-11-NuY2Zx weight-medium-fw81nC pencraft tag-XbOVLt theme_accent-Y2sqZY priority_secondary-outline-RpooJS pencraft pc-display-flex pc-height-20 pc-paddingLeft-6 pc-paddingRight-6 pc-paddingTop-2 pc-paddingBottom-2 pc-gap-4 pc-alignItems-center pc-reset cursor-inherit-LxLBJ6 pc-borderRadius-xs font-text-qe4AeH size-11-NuY2Zx weight-medium-fw81nC"><div class="pencraft pc-display-flex pc-alignItems-center pc-reset leading-mI5Ihl fillIcon-dQ0mii"><svg aria-hidden="true" style="height:14px;width:14px;" width="14" height="14" viewBox="0 0 20 20" fill="var(--color-fg-primary)" stroke-width="2.5" stroke="#000" xmlns="http://www.w3.org/2000/svg"><g><path stroke="none" d="M9.99915 16.7256C9.90515 16.7256 9.79102 16.692 9.65674 16.6249C9.52246 16.5622 9.3949 16.4906 9.27405 16.41C8.02974 15.6044 6.94657 14.7584 6.02454 13.8722C5.10697 12.9815 4.3953 12.0662 3.88953 11.1262C3.38375 10.1818 3.13086 9.23067 3.13086 8.27283C3.13086 7.63725 3.23157 7.05762 3.43298 6.53394C3.63888 6.01025 3.92086 5.55819 4.27893 5.17773C4.64148 4.79728 5.05774 4.50635 5.52771 4.30493C6.00216 4.09904 6.51241 3.99609 7.05847 3.99609C7.73433 3.99609 8.31844 4.16618 8.81079 4.50635C9.30762 4.84652 9.70374 5.28963 9.99915 5.83569C10.299 5.28516 10.6951 4.84204 11.1875 4.50635C11.6843 4.16618 12.2707 3.99609 12.9465 3.99609C13.4836 3.99609 13.9894 4.09904 14.4639 4.30493C14.9428 4.50635 15.3613 4.79728 15.7194 5.17773C16.0774 5.55819 16.3572 6.01025 16.5586 6.53394C16.7645 7.05762 16.8674 7.63725 16.8674 8.27283C16.8674 9.23067 16.6145 10.1818 16.1088 11.1262C15.603 12.0662 14.8891 12.9815 13.967 13.8722C13.0495 14.7584 11.9708 15.6044 10.731 16.41C10.6056 16.4906 10.4758 16.5622 10.3416 16.6249C10.2118 16.692 10.0976 16.7256 9.99915 16.7256Z"></path></g></svg></div>Liked by Tim Irving</button></div></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset flex-grow-rzmknG"></div><div class="pencraft pc-display-flex pc-reset comment-menu-trigger-container triggerContainer-eX588u"><button tabindex="0" type="button" aria-label="Ellipsis" id="radix-P0-89" aria-haspopup="menu" aria-expanded="false" data-state="closed" class="pencraft pc-reset pencraft trigger-j08Uop iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_quaternary-kpMibu"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-ellipsis"><circle cx="12" cy="12" r="1"></circle><circle cx="19" cy="12" r="1"></circle><circle cx="5" cy="12" r="1"></circle></svg></button></div></div><div class="comment-body expanded"><p><span>this weirdly made me want to be on call 😅</span></p></div><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-8 pc-justifyContent-flex-start pc-alignItems-center pc-reset comment-actions withShareButton-hQzuEn"><span class="pencraft pc-reset decoration-hover-underline-ClDVRM reset-IxiVJZ"><a class="pencraft pc-reset link-_X6et2 link-LIBpto"><div class="pencraft pc-display-flex pc-gap-6 pc-alignItems-center pc-reset"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="var(--color-fg-secondary-themed)" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-message-circle"><path d="M7.9 20A9 9 0 1 0 4 16.1L2 22Z"></path></svg><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ 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class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><p></p><p>A reader asked what a small company should build for incident management on day one. Here is the entire policy.</p><div><hr></div><p><strong>Incident Policy, v1</strong></p><p><strong>When to declare.</strong> Declare an incident when a problem needs more attention than you can give it alone. The question is never how bad it is. The question is whether you need people. If unsure, declare. Nobody will ever be criticised for declaring an incident that turned out to be nothing.</p><p><strong>What happens when you declare.</strong> For the people involved, normal work is suspended. One channel per incident. One person drives: they say who does what, and they say when it\u2019s over. Whoever declares, drives, until they hand it to someone else.</p><p><strong>Who is on call.</strong> One person, one week at a time, on a roster we build together. If you\u2019re not on the roster this week, you\u2019re off. Off means off.</p><p><strong>Communication.</strong> The driver, or someone they pick, posts what we know, what we\u2019re doing, and when the next update lands. Guesses are labelled as guesses. If customers are affected, tell them in plain words before they find out for themselves.</p><p><strong>Afterwards.</strong> Within a week, the driver, or someone they pick, writes a short record. What happened, what we learned, what we\u2019ll change. Anything we\u2019ll change goes in the backlog like any other work, or it will not happen.</p><p><strong>The count.</strong> Every incident goes on the list. Date, duration, what broke, what fixed it. A spreadsheet is fine.</p><p><strong>Amendments</strong></p><p>None yet.</p><div><hr></div><p>If your first reaction is that this cannot be enough, good. Hold onto that.</p><p>Every incident process you have ever worked under is a record of wounds. Each rule in the big binder at the big company exists because one day, somewhere, its absence hurt. The severity matrix followed a fight. The commander role followed a shambles. The comms template followed a customer finding out the hard way. Process is what an organisation writes down after it bleeds, and a company that has not bled yet has almost nothing to write. Copy the binder anyway and you inherit its injuries without its history. The document above is short because your scars are few. It will not stay that way.</p><p>Most of the page explains itself. Three lines do not.</p><blockquote><p>Declare an incident when a problem needs more attention than you can give it alone.</p></blockquote><p>A declaration is not a verdict on severity. It is a mode switch. The moment someone declares, the rules of normal work suspend for the people involved: one channel, one driver, updates on a clock. That is all an incident is at this size. A signal that says stop what you are doing, I need you.</p><p>Which is why declaring has to be cheap. The engineer who declares at 2am over something that resolves itself by 2:15 has not cried wolf. They have tested the machinery, and the machinery worked. Say so in public. The alternative is a team that hesitates before pulling the handle, and hesitation is the most expensive failure mode available to you right now.</p><blockquote><p>One person drives: they say who does what, and they say when it\u2019s over.</p></blockquote><p>Note what this line does not say. It does not say incident commander. There is no role here, no training, no rotation of certified humans. There is a rule that at any moment exactly one person is driving, and everyone knows who. The named role comes later, and you will find it below, filed with the other things you do not need yet. The rule and the role are different sizes. Confusing them is how a fifteen-person company ends up with a forty-slide onboarding deck for a job nobody holds.</p><blockquote><p>If you\u2019re not on the roster this week, you\u2019re off. Off means off.</p></blockquote><p>The roster looks like the part where a burden gets imposed. It is the opposite. At fifteen people, everyone is already on call, all the time, informally and without end. The pager in everyone\u2019s head never stops. A roster does not create the on state. It creates the off state. Its product is the fourteen people allowed to sleep tonight because it is not their week.</p><p>This is also why the policy says a roster we build together, not a roster I have built. Write the thing with the team in the room, not for them. People defend rules they watched get made, and an on-call roster runs on that goodwill and nothing else.</p><p>Now for what is missing, which is most of the discipline. Everything absent from the policy is absent on purpose, and none of it is absent forever. Simple systems that work grow into complex systems that work; it does not run the other way. So every omission below carries an expiry date, written as an injury. When the absence of a thing has hurt you twice, it has earned its place in the document.</p><p><strong>Severity.</strong> A severity matrix is a treaty, and treaties follow wars. Yours arrives the week two incidents both claim to be the most important thing in the company, or the month your services outgrow anyone\u2019s ability to judge a response by feel.</p><p><strong>Incident commander.</strong> Someone always drives; that rule is already on the page. The role gets a name the day two people both believe they are driving, or the day nobody does. Training and rotation follow the title, not the other way around.</p><p><strong>Blameless.</strong> You do not legislate blamelessness at fifteen people. You model it. The written rule arrives the morning after somebody breaks the norm you never wrote down, and not a day before.</p><p><strong>Tooling.</strong> The spreadsheet is the tool. Automation gets bought one manual step at a time, each purchase justified by the incident where that step cost minutes you did not have. When the spreadsheet starts lying to you, you may go shopping.</p><p><strong>Reporting.</strong> Five incidents is a stack of anecdotes. Five hundred is a dataset. When the count can hold a trend, start reporting, because the people you report to fund trajectories, not moments. Until then, the count is not for them. It is a letter to the company you will be at fifty people.</p><p>Which leaves the last section, where two words are doing the most work on the page. None yet. Not none needed. 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