RUNCARD — Tech Incident (Fire Dispatch Style)

RUNCARD

Dispatch • Incident • Technology

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Severity SEV-1

Incident INC-2025-08-19-001

Bridge Zoom • 774-000-911

Channel #incident-mdw-drive

App MifflinDrive

Commander R. Daniels

Incident Details

Type

Service Outage

Detected

2025-08-19 09:12

First Report

Customer (Priority Tenant)

Impact

File upload & sync failing globally

Scope

All regions • 24% error rate • 500s

Ticket

JIRA-DRIVE-821

Dispatch Checklist (Initial 10 Minutes)

Assign IC, Comms, Ops, Scribe Confirm bridge + channel + recording State objective: “Contain impact; restore uploads” Declare cadence: updates every 15 min Freeze risky deploys; enable change guardrails Notify stakeholders (Status Page, Exec brief)

Stabilization Steps (Ops)

Route traffic away from upload shard-B Scale ingest-workers to +50% Toggle feature flag drive_multipart_v2 → OFF Collect 5 min of error samples (IDs + regions)

Assignments (ICS)

Incident Commander

R. Daniels

Operations

A. Patel

Comms

M. Chen

Scribe

T. Nguyen

Customer Liaison

S. Johnson

Tech Lead

K. Okafor

Comms & Cadence

Status Page INIT → MINOR @ 09:18
Stakeholders Exec SMS @ 09:20; Next brief 09:35
Internal #incident-mdw-drive • pinned SITREP

Channels

Bridge Zoom 774-000-911
Chat #incident-mdw-drive
On-call PagerDuty: MDW-Drive

Objectives & Timers

Containment

00:00:00

Mitigation

00:00:00

Resolution

00:00:00

Next Update Due

00:15:00

Freeform Notes (Scribe)

09:14 Ops: rerouting 20% traffic off shard-B
09:15 Comms: status page initiated
09:17 TL: feature flag off; error-rate falling to 12%

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