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Incident Review One-Pager

Show outages, causes and fixes for the quarter. Site reliability teams use it with leadership.

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What’s on It

  • Trend linesSix Months, Six Lines
  • TimelineThe One That Cost Us Four Hours
  • Heat mapWhere the 53 Incidents Landed
  • Do and don't listWhat Changes Before the Next One

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Reliability Review: Incidents
Site reliability · Kestrel Payments · Quarter to 30 September
Six Months, Six Lines
Sev-1 and sev-2 incidents4
Time to restore, median41 min
Change failure rate9.4%
Availability99.94%
Deploys a week28
Pages out of hours12
The One That Cost Us Four Hours
02:14
Ledger writes back up
A database migration held a lock on the settlement table.
02:31
On-call paged
Seventeen minutes after the first failed write. Nothing alerted on write latency.
02:58
Rolled back by hand
No one-command path existed to reverse the migration.
04:06
Queue drained
38,400 payments settled late. No money lost, 11 merchant complaints.
Where the 53 Incidents Landed
Deploy windowBusiness hoursOvernight batchWeekendPayments API6392Ledger4271Card vault2131Reporting3243
What Changes Before the Next One
Do
Gate every database change behind a lock-timeout check
Alert on write latency, not only on error rate
Ship a one-command reversal with every migration
Don't
Change tables inside the deploy window
Put payments and ledger on the same on-call
Close an incident before the minute-by-minute record is written
R
Ravi Okonjo
Head of site reliability
Filed 11 October · Next review 10 January

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