> ## Documentation Index
> Fetch the complete documentation index at: https://ihub.learnille.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Incident Response Process & Postmortem Template

> Migrated from the previous Learnille internal documentation hub

## Overview

This document outlines the incident escalation process and blameless postmortem template for production incidents on Learnille.

***

## 🚨 1. Incident Severity Levels

| Severity | Definition | Response SLA | Target Resolution |
| :- | :- | :- | :- |
| **SEV-1 (Critical)** | Core service outage (e.g. payment gateway failing, database down, total API failure). | `< 15 mins` | `< 2 hours` |
| **SEV-2 (Major)** | Major feature degraded (e.g. video streaming buffering, notification delays). | `< 1 hour` | `< 6 hours` |
| **SEV-3 (Minor)** | Non-critical bug (e.g. cosmetic UI glitch, analytics logging drop). | Next business day | Next sprint release |

***

## 📝 2. Blameless Postmortem Template

```markdown theme={null}
# Incident Postmortem: [INC-YYYY-MM-DD-ShortName]

## Executive Summary
- **Date & Time**: YYYY-MM-DD HH:MM UTC
- **Duration**: XX minutes
- **Severity**: SEV-1 / SEV-2
- **Impact**: XX% of users affected. XX failed course purchases / booking attempts.
- **Root Cause**: Short description of failure mechanism.

## Timeline (All times in UTC)
- **10:00** - Automated Sentry alert triggered for high error rate on `/payments/webhook`.
- **10:05** - On-call engineer acknowledged incident and began log investigation.
- **10:20** - Mitigating hotfix deployed to staging and verified.
- **10:35** - Hotfix deployed to production; error rate returned to normal.

## Root Cause Analysis (5 Whys)
1. **Why did the payment webhook fail?** Signature verification failed due to missing environment variable.
2. **Why was the env variable missing?** Deployment script overwrote environment configuration during deployment.

## Corrective Actions & Preventative Tasks
- [ ] Add CI environment variable validation check before deployment script execution.
- [ ] Add automated E2E test for webhook signature verification.
```


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