F5 Silverline Incident Response Documentation

This documentation covers parts of the F5 Silverline Incident Response process. It is a cut-down version of our internal documentation, used at Silverline for any major incidents, and to prepare new employees for on-call responsibilities. It provides information not only on preparing for an incident, but also what to do during and after. It is intended to be used by on-call practitioners and those involved in an operational incident response process (or those wishing to enact a formal incident response process). See the about page for more information on what this documentation is and why it exists.

Incident Response at Silverline

Being On-Call#

If you've never been on-call before, you might be wondering what it's all about. These pages describe what the expectations of being on-call are, along with some resources to help you.

  • Being On-Call - A guide to being on-call, both what your responsibilities are, and what they are not.
  • Alerting Principles - The principles we use to determine what things page an engineer, and what time of day they page.

Before an Incident#

Reading material for things you probably want to know before an incident occurs. You likely don't want to be reading these during an actual incident.

  • What is an Incident? - Before we can talk about incident response, we need to define what an incident actually is.
  • Severity Levels - Information on our severity level classification. What constitutes a SEV-3 vs SEV-1? What response do they get?
  • Different Roles for Incidents - Information on the roles during an incident; Incident Commander, Scribe, etc.
  • Incident Call Etiquette - Our etiquette guidelines for incident calls, before you find yourself in one.
  • Complex Incidents - Our guide for handling larger, more complex incidents.

During an Incident#

Information and processes during a major incident.

  • During an Incident - Information on what to do during an incident, and how to constructively contribute.

After an Incident#

Our followup processes, how we make sure we don't repeat mistakes and are always improving.

  • After an Incident - Information on what to do after an incident is resolved.
  • Post-Mortem Process - Information on our post-mortem process; what's involved and how to write or run a post-mortem.
  • Post-Mortem Template - The template we use for writing our post-mortems for major incidents.

Training#

So, you want to learn about incident response? You've come to the right place.

Additional Resources#

Useful material and resources from external parties that are relevant to incident response.

  • Reading - Recommended reading material relevant to incident response.