incident-runbook-templates – skill Khác cho agent AI

Incident Runbook Templates

Adaptable templates for incident response runbooks covering detection, triage, mitigation, resolution, and communication.

Do not use this skill when

• The task is unrelated to incident runbook templates
• You need a different domain or tool outside this scope

Instructions

• Clarify goals, constraints, and required inputs.
• Apply relevant best practices and validate outcomes.
• Provide actionable steps and verification.

Use this skill when

• Creating incident response procedures
• Building service-specific runbooks
• Establishing escalation paths
• Documenting recovery procedures
• Responding to active incidents
• Onboarding on-call engineers

Core Concepts

1. Incident Severity Levels

| Severity | Impact | Response Time | Example |

|----------|--------|---------------|---------|

| SEV1 | Complete outage, data loss | 15 min | Production down |

| SEV2 | Major degradation | 30 min | Critical feature broken |

| SEV3 | Minor impact | 2 hours | Non-critical bug |

| SEV4 | Minimal impact | Next business day | Cosmetic issue |

2. Runbook Structure

1. Overview & Impact
2. Detection & Alerts
3. Initial Triage
4. Mitigation Steps
5. Root Cause Investigation
6. Resolution Procedures
7. Verification & Rollback
8. Communication Templates
9. Escalation Matrix

Runbook prerequisites

Bind service, namespace, cluster context, database, owners, approved incident authority, evidence sources and rollback revision before adapting these templates. Thresholds, financial amounts, impact percentages and resolution messages are illustrative, never observed incident facts. Read-only triage comes first; mutations require an approved service-specific response. Verify actual smoke/rollback scripts in the target project before using them. No script is bundled or implied by this template.

Runbook Templates

Template 1: Service Outage Runbook

# [Service Name] Outage Runbook

## Overview
**Service**: Payment Processing Service
**Owner**: Platform Team
**Slack**: #payments-incidents
**PagerDuty**: payments-oncall

## Impact Assessment
- [ ] Which customers are affected?
- [ ] What percentage of traffic is impacted?
- [ ] Are there financial implications?
- [ ] What's the blast radius?

## Detection
### Alerts
- `payment_error_rate > 5%` (PagerDuty)
- `payment_latency_p99 > 2s` (Slack)
- `payment_success_rate < 95%` (PagerDuty)

### Dashboards
- [Payment Service Dashboard](https://grafana/d/payments)
- [Error Tracking](https://sentry.io/payments)
- [Dependency Status](https://status.stripe.com)

## Initial Triage (First 5 Minutes)

### 1. Assess Scope

Check service health

kubectl get pods -n payments -l app=payment-service

Check recent deployments

kubectl rollout history deployment/payment-service -n payments

Check error rates

curl -s "http://prometheus:9090/api/v1/query?query=sum(rate(http_requests_total{status=~'5..'}[5m]))"

### 2. Quick Health Checks
- [ ] Can you reach the service? `curl -I https://api.company.com/payments/health`
- [ ] Database connectivity? Check connection pool metrics
- [ ] External dependencies? Check Stripe, bank API status
- [ ] Recent changes? Check deploy history

### 3. Initial Classification
| Symptom | Likely Cause | Go To Section |
|---------|--------------|---------------|
| All requests failing | Service down | Section 4.1 |
| High latency | Database/dependency | Section 4.2 |
| Partial failures | Code bug | Section 4.3 |
| Spike in errors | Traffic surge | Section 4.4 |

## Mitigation Procedures

### 4.1 Service Completely Down

Step 1: Check pod status

kubectl get pods -n payments

Step 2: If pods are crash-looping, check logs

kubectl logs -n payments -l app=payment-service --tail=100

Step 3: Check recent deployments

kubectl rollout history deployment/payment-service -n payments

Step 4: ROLLBACK if recent deploy is suspect

kubectl rollout undo deployment/payment-service -n payments

Step 5: Scale up if resource constrained

kubectl scale deployment/payment-service -n payments --replicas=10

Step 6: Verify recovery

kubectl rollout status deployment/payment-service -n payments

### 4.2 High Latency

Step 1: Check database connections

kubectl exec -n payments deploy/payment-service -- \

curl localhost:8080/metrics | grep db_pool

Step 2: Check slow queries (if DB issue)

psql -h $DB_HOST -U $DB_USER -c "

SELECT pid, now() - query_start AS duration, query

FROM pg_stat_activity

WHERE state = 'active' AND now() - query_start > interval '5 seconds'

ORDER BY duration DESC;"

Step 3: Kill long-running queries if needed

No generic query termination: identify an exact authorized PID/database/owner,

reconfirm it is not our connection, then use the approved database runbook.

Step 4: Check external dependency latency

curl -w "@curl-format.txt" -o /dev/null -s https://api.stripe.com/v1/health

Step 5: Enable circuit breaker if dependency is slow

kubectl set env deployment/payment-service \

STRIPE_CIRCUIT_BREAKER_ENABLED=true -n payments

### 4.3 Partial Failures (Specific Errors)

Step 1: Identify error pattern

kubectl logs -n payments -l app=payment-service --tail=500 | \

grep -i error | sort | uniq -c | sort -rn | head -20

Step 2: Check error tracking

Go to Sentry: https://sentry.io/payments

Step 3: If specific endpoint, enable feature flag to disable

curl -X POST https://api.company.com/internal/feature-flags \

-d '{"flag": "DISABLE_PROBLEMATIC_FEATURE", "enabled": true}'

Step 4: If data issue, check recent data changes

psql -h $DB_HOST -c "

SELECT * FROM audit_log

WHERE table_name = 'payment_methods'

AND created_at > now() - interval '1 hour';"

### 4.4 Traffic Surge

Step 1: Check current request rate

kubectl top pods -n payments

Step 2: Scale horizontally

kubectl scale deployment/payment-service -n payments --replicas=20

Step 3: Enable rate limiting

kubectl set env deployment/payment-service \

RATE_LIMIT_ENABLED=true \

RATE_LIMIT_RPS=1000 -n payments

Step 4: If attack, block suspicious IPs

kubectl apply -f - <<EOF

apiVersion: networking.k8s.io/v1

kind: NetworkPolicy

metadata:

name: block-suspicious

namespace: payments

spec:

podSelector:

matchLabels:

app: payment-service

ingress:

• from:
• ipBlock:

cidr: 0.0.0.0/0

except:

• 192.168.1.0/24 # Suspicious range

EOF

## Verification Steps

Verify service is healthy

curl -s https://api.company.com/payments/health | jq

Verify error rate is back to normal

curl -s "http://prometheus:9090/api/v1/query?query=sum(rate(http_requests_total{status=~'5..'}[5m]))" | jq '.data.result[0].value[1]'

Verify latency is acceptable

curl -s "http://prometheus:9090/api/v1/query?query=histogram_quantile(0.99,sum(rate(http_request_duration_seconds_bucket[5m]))by(le))" | jq

Smoke test critical flows

./scripts/smoke-test-payments.sh

## Rollback Procedures

Rollback Kubernetes deployment

kubectl rollout undo deployment/payment-service -n payments

Rollback database migration (if applicable)

./scripts/db-rollback.sh $MIGRATION_VERSION

Rollback feature flag

curl -X POST https://api.company.com/internal/feature-flags \

-d '{"flag": "NEW_PAYMENT_FLOW", "enabled": false}'

## Escalation Matrix

| Condition | Escalate To | Contact |
|-----------|-------------|---------|
| > 15 min unresolved SEV1 | Engineering Manager | @manager (Slack) |
| Data breach suspected | Security Team | #security-incidents |
| Financial impact > $10k | Finance + Legal | @finance-oncall |
| Customer communication needed | Support Lead | @support-lead |

## Communication Templates

### Initial Notification (Internal)

🚨 INCIDENT: Payment Service Degradation

Severity: SEV2

Status: Investigating

Impact: ~20% of payment requests failing

Start Time: [TIME]

Incident Commander: [NAME]

Current Actions:

• Investigating root cause
• Scaling up service
• Monitoring dashboards

Updates in #payments-incidents

### Status Update

📊 UPDATE: Payment Service Incident

Status: Mitigating

Impact: Reduced to ~5% failure rate

Duration: 25 minutes

Actions Taken:

• Rolled back deployment v2.3.4 → v2.3.3
• Scaled service from 5 → 10 replicas

Next Steps:

• Continuing to monitor
• Root cause analysis in progress

ETA to Resolution: ~15 minutes

### Resolution Notification

✅ RESOLVED: Payment Service Incident

Duration: 45 minutes

Impact: ~5,000 affected transactions

Root Cause: Memory leak in v2.3.4

Resolution:

• Rolled back to v2.3.3
• Transactions auto-retried successfully

Follow-up:

• Postmortem scheduled for [DATE]
• Bug fix in progress

Template 2: Database Incident Runbook

# Database Incident Runbook

## Quick Reference
| Issue | Command |
|-------|---------|
| Check connections | `SELECT count(*) FROM pg_stat_activity;` |
| Query recovery | Identify exact PID/database/owner and us

… (nội dung đầy đủ có trong gói tải về)