On-Call Triage Decision Tool

What type of incident is being reported?

Start by identifying the nature of the issue. You'll validate and gather information before escalating to a development team.

Create Squadcast Incident

You've validated the issue and gathered the necessary information. Now create a Squadcast incident to alert the development team.

📋 Squadcast Incident Creation

1. Navigate to: Squadcast Incidents Page →

2. Verify you're on the correct team (top left dropdown)

3. Click "Create New Incident"

4. Fill in the form with the information you've gathered

✅ Required Information

Always include in your incident description:

How many users affected? (Single user / Multiple users / Widespread)
When did this issue start? (Timestamp - be as specific as possible)
What steps have been taken so far for troubleshooting?

📝 Incident Form Fields

Service: Each team has their own service - select the appropriate one from the dropdown

Priority: Use your discretion based on impact (P0 = Widespread/Revenue-affecting, P1 = Multiple users, P2 = Limited impact)

Description: Include your findings, expected vs current behavior, and contact information for follow-up questions

🔥 CRITICAL - FULL OUTAGE

Emergency Response - Everything Down

📞 Immediate Actions

1. Alert Multiple Teams via SquadCast:

API Team - Core services and integrations
Core Team - Database and infrastructure layer

2. Navigate to Squadcast:

https://app.squadcast.com/incident?tab=open →

📋 SquadCast Message Template

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ 🚨 CRITICAL OUTAGE - FULL SYSTEM DOWN ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ 📋 INCIDENT SUMMARY Issue: Complete service outage - Multiple systems down Severity: P0 - CRITICAL Teams: API + Core Reporter: [Your Name] Time Reported: [Current Time] ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ 🔍 HOW MANY USERS AFFECTED? Widespread - All users unable to access services ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ ⏰ WHEN DID THIS ISSUE START? [Timestamp from first report/detection] ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ 🔧 TROUBLESHOOTING STEPS TAKEN SO FAR: • Confirmed multiple systems down • Checked: [List systems checked - Shop2, Portal, Office, etc.] • Datadog API Dashboard: [Observations] • AWS Status: [Any known issues] ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ ⚠️ AFFECTED SYSTEMS [List all confirmed down systems] Examples: • Shop2 storefront • Portal/CRM • Office tools • API endpoints ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ 🌍 MARKETS AFFECTED [List all affected markets] ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ 💥 BUSINESS IMPACT • Complete service disruption • All user functions unavailable • [Add specific impacts if known] ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ 📞 CONTACT FOR QUESTIONS [Your Name] - [Your Contact Method] ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

📅 Business Hours Ticket

This issue does not meet the criteria for after-hours emergency response.

Action: Create a ticket for the appropriate team to address during normal business hours.

If the situation changes or you learn that more users are affected, you can re-evaluate using this tool.