Configure incident severity levels and their associated SLAs and workflows. These drive the reminders and cadence of reminders that are sent to Slack and flow into all reporting.

You can enable up to 5 severity levels with customizable SLA's for each severity. By default we ship with SEV1 & SEV2 enabled.

The SLA of each severity level can be customized. Click on the Severity level you want to adjust, make the appropriate changes and click save.

The severity of an incident will drive the Slack reminder cadence and other related SLA features (such as reporting).

Acknowledgment SLA: The number of minutes teams are required to acknowledge an incident. This is when the incident is transitioned to the 'Assessing' status.

Validation SLA: The number of minutes engineers are required to verify or cancel an incident that is being assessed. This is when the incident is transitioned to the 'Fixing' or 'Canceled' status.

Update SLA: The number of minutes teams are required to post an update to the public incident channel.

RCA Meeting SLA: This is the agreed upon number of calendar days that teams will complete an RCA meeting after an incident has ended.

Action Items SLA: Days to complete any action items assigned in the weekly report.

To enable more Severity levels, click on the Severity and click Enable. This will enable a new Severity level. Note that we intentionally limit Severity levels to five (5), as modern Incident philosophy defines incidents as an event that requires urgent attention by engineers. If you find yourself wanting many severity levels, the event may simply be a bug/defect.

We send reports to the reporting channel in Slack. You can enable/disable these reports, as well as adjust the frequency. Adjustments are reflected after "Save Report Settings" button is click

​Daily RCA Reminder: This report gives visibility into RCA's that are in breach of the SLA.

Weekly Report Notifications: This report is Weekly digest of unresolved items and incident follow-up status