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How to Raise a Production Incident

When to raise an incident?

  • An application issue is impacting a significant number of users, e.g. > 10%
  • An issue is suspected to be impacting a significant number of users, e.g. > 10%
  • An issue is impacting the workflow of internal teams

 

15 July 25

Here’s the updated process — it’s also pinned in the #general channel for easy reference:
 
https://mathspace.slack.com/archives/C02D0UGHQ/p1752472869416219
 
 
23 Jan -To add more details to the report—such as a video, steps how to reproduce or links to the affected users—you can post them in the #incident-report channel under the same thread.

 

 

OLD Process:

As a person reporting a production incident:

  • Go to the #general Slack channel
  • Type the Slack command /create_incident and follow the prompts
    • When reporting manual incidents on slack, please select "Mathspace Production" service for everything on mathspace.co/ website, whether admin, marketing or student/teacher related.
    • Please include details, including your name, brief description of the issue, etc.
  • This is then noted in the #incident-response channel description

 

Alvin also recorded a video here: