Incident Management

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2. Engineering
3. Infrastructure
4. Incident Management

Maintained by:

On this page

• Incident Management
  • Ownership
  • Roles and Responsibilities
    • Shared Incident Responsibilities
      • Incident Status Updates - EOC/Incident Manager
      • Incident Timeline Updates - EOC/Incident Manager
    • Engineer on Call (EOC) Responsibilities
      • When to Engage an Incident Manager
    • Incident Manager Responsibilities
    • Communications Manager on Call (CMOC) Responsibilities
      • How to engage the CMOC?
  • Corrective Actions
    • Best practices and examples, when creating a Corrective Action issue:
  • Runbooks
  • Who is the Current EOC?
  • When to Contact the Current EOC
  • Reporting an Incident
    • Report an Incident via Slack
    • Report an Incident via Email
  • Definition of Outage vs Degraded vs Disruption
    • High Severity Bugs
  • Security Incidents
• Communication
  • Status
    • Status during Security Incidents
    • States and Statuses
• Severities
  • Incident Severity
  • Alert Severities
• Incident Workflow
  • Summary
  • Assignees
  • Labeling
    • Workflow Labeling
    • Root Cause Labeling
    • Customer Communications Labeling
    • "Needs" labeling
    • Required Labeling
    • Optional Labeling
  • Workflow Diagram
  • Incident Board
• Near Misses
  • Background
  • Handling Near Misses

If you're a GitLab team member and are looking to alert Reliability Engineering about an availability issue with GitLab.com, please find quick instructions to report an incident here: Reporting an Incident.

If you're a GitLab team member looking for who is currently the Engineer On Call (EOC), please see the Who is the Current EOC? section.

If you're a GitLab team member looking for the status of a recent incident, please see the incident board. For detailed information about incident status changes, please see the Incident Workflow section.

Incident Management

Incidents are anomalous conditions that result in—or may lead to—service degradation or outages. These events require human intervention to avert disruptions or restore service to operational status. Incidents are always given immediate attention.

The goal of incident management is to organize chaos into swift incident resolution. To that end, incident management provides:

1. well-defined roles and responsibilities and workflow for members of the incident team,
2. control points to manage the flow information and the resolution path,
3. a root-cause analysis (RCA),
4. and a post-incident review where lessons and techniques are extracted and shared

When an incident starts, the automation sends a message in the #incident-management channel containing a link to a per-incident Slack channels for chat based communication, the incident issue for permanent records, and the Situation Room Zoom link (also in all incident channel descriptions) for incident team members to join for synchronous verbal and screen-sharing communication.

Ownership

There is only ever one owner of an incident—and only the owner of the incident can declare an incident resolved. At anytime the incident owner can engage the next role in the hierarchy for support. With the exception of when GitLab.com is not functioning correctly, the incident issue should be assigned to the current owner.

Roles and Responsibilities

It's important to clearly delineate responsibilities during an incident. Quick resolution requires focus and a clear hierarchy for delegation of tasks. Preventing overlaps and ensuring a proper order of operations is vital to mitigation.

When joining the incident zoom, edit your zoom name to start with your role. During an incident, clarity of roles aids Time to Resolution, and doing this will allow anyone joining the call at any time to easily see who has which roles. To edit your name during a zoom call, click on the three dots by your name in your video tile and choose the "rename" option. Edits made during a zoom call only last for the length of the call, so it should automatically revert to your profile name/title with the next call.

These definitions imply several on-call rotations for the different roles.

Shared Incident Responsibilities

Incident Status Updates - EOC/Incident Manager

1. During an active incident, the EOC is initially responsible for posting regular status updates in the Current Status section of the incident issue description. These updates should summarize the current customer impact of the incident and actions we are taking to mitigate the incident.
   1. These updates should occur at regular intervals based on the severity of the incident. Refer to Frequency of Updates for frequency guidelines.
   2. These status updates are used to:
   3. Help construct a detailed incident timeline to be used in Root Cause Analysis.
   4. Ensure CMOC has up to date and accurate information to communicate to customers, executives and other stakeholders.
   5. Ensure others in the company can track the state of the incident and the impact it is having on customers.
2. Once an Incident Manager has been engaged in the incident these responsibilities shift to the Incident Manager.

Incident Timeline Updates - EOC/Incident Manager

1. During an active incident, the EOC is initially responsible for ensuring that actions and events relevant to the issue and its resolution are captured in the timeline. These timeline updates should be captured in the Timeline section of the incident issue description, but can be captured in a comment thread, if rapid capture of events is needed. If capturing these events in comments on the incident issue, utilize the same format as the Timeline section of the incident issue.
2. Once an Incident Manager has been engaged in the incident these responsibilities are shared with Incident Manager. With the Incident Manager taking the initiative to capture these to preserve space for the EOC to work on mitigation. The EOC should therefore update the Incident Manager in the incident call with items relevant to the timeline.

Engineer on Call (EOC) Responsibilities

1. As EOC, your highest priority for the duration of your shift is the stability of GitLab.com.
2. The SSOT for who is the current EOC is the GitLab Production service definition in PagerDuty.
3. Alerts that are routed to Pagerduty need to acknowledged within 15 minutes, otherwise they will be escalated to the oncall Incident Manager.
   1. Alert-manager alerts in #alerts and #alerts-general are an important source of information about the health of the environment and should be monitored during working hours.
   2. If the Pagerduty alert noise is too high, your task as an EOC is clearing out that noise by either fixing the system or changing the alert.
   3. If you are changing the alert, it is your responsibility to explain the reasons behind it and inform the next EOC that the change occurred.
   4. Each event (may be multiple related pages) should result in an issue in the production tracker. See production queue usage for more details.
4. If sources outside of our alerting are reporting a problem, and you have not received any alerts, it is still your responsibility to investigate. Declare a low severity incident and investigate from there.
   1. Low severity (S3/S4) incidents (and issues) are cheap, and will allow others a means to communicate their experience if they are also experiencing the issue.
   2. "No alerts" is not the same as "no problem"
5. GitLab.com is a complex system. It is ok to not fully understand the underlying issue or its causes. However, if this is the case, as EOC you should page the Incident Manager to find a team member with the appropriate expertise.
   1. Requesting assistance does not mean relinquishing EOC responsibility. The EOC is still responsible for the incident.
   2. The GitLab Organizational Chart and the GitLab Team Page, which lists areas of expertise for team members, are important tools for finding the right people.
6. As soon as an S1/S2 incident is declared, join the The Situation Room Permanent Zoom. The Zoom link is in the #incident-management topic.
   1. GitLab works in an asynchronous manner, but incidents require a synchronous response. Our collective goal is high availability of 99.95% and beyond, which means that the timescales over which communication needs to occur during an incident is measured in seconds and minutes, not hours.
7. Keep in mind that a GitLab.com incident is not an "infrastructure problem". It is a company-wide issue, and as EOC, you are leading the response on behalf of the company.
   1. If you need information or assistance, engage with Engineering teams. If you do not get the response you require within a reasonable period, escalate through the Incident Manager On Call.
   2. As EOC, require that those who may be able to assist to join the Zoom call and ask them to post their findings in the incident issue or active incident Google doc. Debugging information in Slack will be lost and this should be strongly discouraged.
8. By acknowledging an incident in Pagerduty, the EOC is implying that they are working on it. To further reinforce this acknowledgement, post a note in Slack that you are joining the The Situation Room Permanent Zoom as soon as possible.
   1. If the EOC believes the alert is incorrect, comment on the thread in #production. If the alert is flappy, create an issue and post a link in the thread. This issue might end up being a part of RCA or end up requiring a change in the alert rule.
9. Be inquisitive. Be vigilant. If you notice that something doesn't seem right, investigate further.
10. After the incident is resolved, the EOC should review the comments and ensure that the corrective actions are added to the issue description, regardless of the incident severity. If it has a ~review-requested label, the EOC should start on performing an incident review, in some cases this may be be a synchronous review meeting or an async review depending on what is requested by those involved with the incident.

When to Engage an Incident Manager

If any of the following are true, it would be best to engage an Incident Manager:

1. There is a S1/P1 report or security incident.
2. An entire path or part of functionality of the GitLab.com application must be blocked.
3. Any unauthorized access to a GitLab.com production system

Incident Manager Responsibilities

1. When the Incident Manager is engaged on an incident, they are responsible for keeping the Current Status section of the incident issue regularly updated.
2. The SSOT for who is the current Incident Manager is the GitLab Production - IMOC service definition in PagerDuty.
3. The Incident Manager should engage when requested by the EOC. The IM will not be requested for every incident, typically only S1/S2 incidents. Incident Manager incident Checklist in runbooks
4. When possible, the Incident Manager should monitor ongoing incidents and engage with the incident if it escalates to a user-impacting incident. In most cases this will happen via the EOC escalating to the Incident Manager.
5. The Incident Manager should support the EOC by contacting team members from other teams as well as escalating within management when required.
   1. If the Incident Manager is unable to obtain a response through Slack channels, they should escalate to a manager or director to obtain assistance.
   2. They assemble a 'bench' during an incident, arranging appropriate reviewers and maintainers ahead of time to stand-by to reduce review coordination time of critical MRs.
6. They evaluate information provided by team members, provide direction as necessary or when requested, and coordinate to ensure all Team Members necessary to restore service are engaged.
7. If applicable, coordinate the incident response with business contingency activities.
8. In the event of a Severity 1 incident which has been running for an hour or more or appears that it will be a long-running Severity 1 incident, notify Infrastructure leadership via PagerDuty or directly through their Slack profile contact information. This notification should occur 24/7 and include the following individuals:
   1. Director of Reliability Engineering - TBH
   2. Director of Infrastructure Platform - Marin Jankovski
   3. VP of Infrastructure - Steve Loyd
9. After the incident is resolved, the Incident Manager is responsible for conducting the post-incident review.
   1. If an incident is either an S1 or public S2(including security) then the Incident Manager should add the incident to the Gitlab.com standup agenda (internal only).
   2. If the meeting is not active (no planned agenda or active calendar event) then the Incident Manager should call for activation of the meeting for the following business day by noting the need in slack #vp-development and #vp-infrastructure.
10. For high severity bugs that affect customers, the Incident Manager is responsible for making sure Incident Reviews are coordinated with other departments in Engineering and go through the complete Incident Review process.
11. When engaged in an active incident near the end of an Incident Manager shift, the current Incident Manager owns the decision as to whether to continue in their role or to transition the active incident to the incoming Incident Manager. In most cases, this transition should be the expected default behavior.
12. During a shift where no Incident Manager engaged incidents have occurred, no transition ("handover") is required.

To engage the Incident Manager: either run /pd trigger in Slack, then select the "GitLab Production - IMOC" service, or create an incident in the Pagerduty page for the service.

Communications Manager on Call (CMOC) Responsibilities

For serious incidents that require coordinated communications across multiple channels, the Incident Manager will rely on the CMOC for the duration of the incident.

The GitLab support team staffs an oncall rotation and via the Incident Management - CMOC service in PagerDuty. They have a section in the support handbook for getting new CMOC people up to speed.

During an incident, the CMOC will:

1. Be the voice of GitLab during an incident by updating our end-users, internal parties, and executive-level managers through updates to our status page hosted by Status.io.
2. Update the status page at regular intervals in accordance with the severity of the incident.
3. Notify GitLab stakeholders (e-group, customer success and community team) of current incident and reference where to find further information. Provide additional update when the incident is mitigated.

How to engage the CMOC?

If, during an incident, EOC or Incident Manager decide to engage CMOC, they should do that by paging the on-call person:

• Using the /pd trigger command in Slack, then select the "Incident Management - CMOC" service from the modal. or
• Directly from PagerDuty in the Incident Management - CMOC Rotation schedule in PagerDuty. That can be done by navigating to Incidents page in PagerDuty, and then creating the new incident while picking Incident Management - CMOC as Impacted Service. CMOC coverage in APAC hours does not include the weekends. 24x7 coverage for CMOC is being worked in support-team-meta#2822.

Saturday / Sunday 00:00 - 08:00 UTC does not currently have CMOC coverage.

Corrective Actions

Corrective Actions (CAs) are work items that we create as a result of an incident. Only issues arising out of an incident should receive the label "corrective action". They are designed to prevent or reduce the likelihood and/or impact of an incident recurrence and as such are part of the Incidence Management cycle.

Corrective Actions should be related to the incident issue to help with downstream analysis, and it can be helpful to refer to the incident in the description of the issue.

Corrective Actions issues in the Infrastructure project should be created using the Corrective Action issue template to ensure consistency in format and labeling.

Best practices and examples, when creating a Corrective Action issue:

• Use SMART criteria: Specific, Measurable, Achievable, Relevant and Time-bounded.
• Link to the incident they arose from.
• Assign a Severity label designating the highest severity of related incidents.
• Assign a priority label indicating the urgency of the work.
• Assign the label for the associated affected service if applicable.
• Provide enough context so that any engineer in the CA issue's project could pick up the issue and know how to move forward with it.
• Avoid creating CAs that:
  • Are too generic (most typical mistake, as opposed to Specific)
  • Only fix incident symptoms.
  • Introduce more human error.
  • will not help to keep the incident from happening again.
• Examples: (taken from several best-practices Postmortem pages)

Runbooks

Runbooks are available for engineers on call. The project README contains links to checklists for each of the above roles.

In the event of a GitLab.com outage, a mirror of the runbooks repository is available on at https://ops.gitlab.net/gitlab-com/runbooks.

Who is the Current EOC?

The chatops bot will give you this information if you DM it with /chatops run oncall prod.

When to Contact the Current EOC

The current EOC can be contacted via the @sre-oncall handle in Slack, but please only use this handle in the following scenarios.

1. You need assistance in halting the deployment pipeline. note: this can also be accomplished by Reporting an Incident and labeling it as ~severity::2.
2. You are conducting a production change via our Change Management process and as a required step need to seek the approval of the EOC.
3. For all other concerns please see the Getting Assistance section.

The EOC will respond as soon as they can to the usage of the @sre-oncall handle in Slack, but depending on circumstances, may not be immediately available. If it is an emergency and you need an immediate response, please see the Reporting an Incident section.

Reporting an Incident

If you are a GitLab team member and would like to report a possible incident related to GitLab.com and have the EOC paged in to respond, choose one of the reporting methods below. Regardless of the method chose, please stay online until the EOC has had a chance to come online and engage with you regarding the incident. Thanks for your help!

Report an Incident via Slack

Type /incident declare in the #production channel in GitLab's Slack and follow the prompts. This will open an incident issue. If you suspect the issue is an emergency, tick the "Page the engineer on-call" box - not the incident manager or communications manager boxes. You do not need to decide if the problem is an incident, and should err on the side of paging the engineer on-call if you are not sure. We have triage steps below to make sure we respond appropriately. Reporting high severity bugs via this process is the preferred path so that we can make sure we engage the appropriate engineering teams as needed.

Incident Declaration Slack window

Incident Declaration Results

As well as opening a GitLab incident issue, a dedicated incident Slack channel will be opened. The "woodhouse" bot will post links to all of these resources in the main #incident-management channel. Please note that unless you're an SRE, you won't be able to post in #incident-management directly. Please join the dedicated Slack channel, created and linked as a result of the incident declaration, to discuss the incident with the on-call engineer.

Report an Incident via Email

Email gitlab-production-eoc@gitlab.pagerduty.com. This will immediately page the Engineer On Call.

Definition of Outage vs Degraded vs Disruption

This is a first revision of the definition of Service Disruption (Outage), Partial Service Disruption, and Degraded Performance per the terms on Status.io. Data is based on the graphs from the Key Service Metrics Dashboard

Outage and Degraded Performance incidents occur when:

1. Degraded as any sustained 5 minute time period where a service is below its documented Apdex SLO or above its documented error ratio SLO.
2. Outage (Status = Disruption) as a 5 minute sustained error rate above the Outage line on the error ratio graph

SLOs are documented in the runbooks/rules

To check if we are Degraded or Disrupted for GitLab.com, we look at these graphs:

1. Web Service
   • Error Ratio
   • Apdex
2. API Service
   • Error Ratio
   • Apdex
3. Git service(public facing git interactions)
   • Error Ratio
   • Apdex
4. GitLab Pages service
   • Error Ratio
   • Apdex
5. Registry service
   • Error Ratio
   • Apdex
6. Sidekiq
   • Error Ratio
   • Apdex

A Partial Service Disruption is when only part of the GitLab.com services or infrastructure is experiencing an incident. Examples of partial service disruptions are instances where GitLab.com is operating normally except there are:

1. delayed CI/CD pending jobs
2. delayed repository mirroring
3. high severity bugs affecting a particular feature like Merge Requests
4. Abuse or degradation on 1 gitaly node affecting a subset of git repos. This would be visible on the Gitaly service metrics

High Severity Bugs

In the case of high severity bugs, we prefer that an incident issue is still created via Reporting an Incident. This will give us an incident issue on which to track the events and response.

In the case of a high severity bug that is in an ongoing, or upcoming deployment please follow the steps to Block a Deployment.

Security Incidents

If an incident may be security related, engage the Security Engineer on-call by using /security in Slack. More detail can be found in Engaging the Security Engineer On-Call.

Communication

Information is an asset to everyone impacted by an incident. Properly managing the flow of information is critical to minimizing surprise and setting expectations. We aim to keep interested stakeholders apprised of developments in a timely fashion so they can plan appropriately.

This flow is determined by:

1. the type of information,
2. its intended audience,
3. and timing sensitivity.

Furthermore, avoiding information overload is necessary to keep every stakeholder’s focus.

To that end, we will have: 

1. a dedicated Zoom call for all incidents. A link to the Zoom call can be found in the topic for the #incident-management room in Slack.
2. a Google Doc as needed for multiple user input based on the shared template
3. a dedicated #incident-management channel for internal updates
4. regular updates to status.gitlab.com via status.io that disseminates to various media (e.g. Twitter)
5. a dedicated repo for issues related to Production separate from the queue that holds Infrastructure's workload: namely, issues for incidents and changes.

Status

We manage incident communication using status.io, which updates status.gitlab.com. Incidents in status.io have state and status and are updated by the incident owner.

Status during Security Incidents

In some cases, we may choose not to post to status.io, the following are examples where we may skip a post/tweet. In some cases, this helps protect the security of self managed instances until we have released the security update.

• If a partial block of a URL is possible, for example to exclude problematic strings in a path.
• If there is no usage of the URL in the last week based on searches in our logs for GitLab.com.

States and Statuses

Definitions and rules for transitioning state and status are as follows.

Status can be set independent of state. The only time these must align is when an issues is

Severities

Incident Severity

Incident severities encapsulate the impact of an incident and scope the resources allocated to handle it. Detailed definitions are provided for each severity, and these definitions are reevaluated as new circumstances become known. Incident management uses our standardized severity definitions, which can be found under availability severities.

Alert Severities

1. Alerts severities do not necessarily determine incident severities. A single incident can trigger a number of alerts at various severities, but the determination of the incident's severity is driven by the above definitions.
2. Over time, we aim to automate the determination of an incident's severity through service-level monitoring that can aggregate individual alerts against specific SLOs.

Incident Workflow

Summary

In order to effectively track specific metrics and have a single pane of glass for incidents and their reviews, specific labels are used. The below workflow diagram describes the path an incident takes from open to closed. All S1 incidents require a review, other incidents can also be reviewed as described here.

GitLab uses the Incident Management feature of the GitLab application. Incidents are reported and closed when they are resolved. A resolved incident means the degradation has ended and will not likely re-occur.

If there is additional follow-up work that requires more time after an incident is resolved and closed (like a detailed root cause analysis or a corrective action) a new issue may need to be created and linked to the incident issue. It is important to add as much information as possible as soon as an incident is resolved while the information is fresh, this includes a high level summary and a timeline where applicable.

Assignees

The EOC and the Incident Manager On Call, at the time of the incident, are the default assignees for an incident issue. They are the assignees for the entire workflow of the incident issue.

Labeling

The following labels are used to track the incident lifecycle from active incident to completed incident review. Label Source

Workflow Labeling

In order to help with attribution, we also label each incident with a scoped label for the Infrastructure Service (Service::) and Group (group::) scoped labels.

Root Cause Labeling

Labeling incidents with similar causes helps develop insight into overall trends and when combined with Service attribution, improved understanding of Service behavior. Indicating a single root cause is desirable and in cases where there appear to be multiple root causes, indicate the root cause which precipitated the incident.

The EOC, as DRI of the incident, is responsible for determining root cause.

The current Root Cause labels are listed below. In order to support trend awareness these labels are meant to be high-level, not too numerous, and as consistent as possible over time.

Customer Communications Labeling

We want to be able to report on a scope of incidents which have met a level of impact which necessitated customer communications. An underlying assumption is that any material impact will always be communicated in some form. Incidents are to be labeled indicating communications even if the impact is later determined to be lesser, or when the communication is done by mistake.

Note: This does not include Contact Requests where the communication is due to identifying a cause.

The CMOC is responsible for ensuring this label is set for all incidents involving use of the Status Page or where other direct notification to a set of customers is completed (such as via Zendesk).

"Needs" labeling

The following labels are added and removed by triage-ops automation depending on whether the corresponding label has been been added.

Required Labeling

These labels are always required on incident issues.

Optional Labeling

In certain cases, additional labels will be added as a mechanism to add metadata to an incident issue for the purposes of metrics and tracking.

Workflow Diagram

• As soon as an incident transitions to Incident::Resolved the incident issue will be closed
• All Severity::1 incidents will automatically be labeled with review-requested

Incident Board

The board which tracks all GitLab.com incidents from active to reviewed is located here.

Near Misses

A near miss, "near hit", or "close call" is an unplanned event that has the potential to cause, but does not actually result in an incident.

Background

In the United States, the Aviation Safety Reporting System has been collecting reports of close calls since 1976. Due to near miss observations and other technological improvements, the rate of fatal accidents has dropped about 65 percent. source

As John Allspaw states:

Near misses are like a vaccine. They help the company better defend against more serious errors in the future, without harming anyone or anything in the process.

Handling Near Misses

When a near miss occurs, we should treat it in a similar manner to a normal incident.

1. Open an incident issue, if one is not already opened. Label it with the severity label appropriate to the incident it would have caused, had the incident actually occurred. Label the incident issue with the ~Near Miss label.
2. corrective actions should be treated in the same way as those for an actual incident.
3. Ownership of the incident review should be assigned to the team-member who noticed the near-miss, or, when appropriate, the team-member with the most knowledge of how the near-miss came about.