Incident Response Threshold

Incident Response Thresholds define the time limits for responding to and resolving incidents based on their priority. These thresholds help ensure timely action and automatic escalation when response expectations are not met.

Each incident priority can have its own MTTA, MTTR, and Retrigger configuration.

Threshold Parameters

If Any Parameter is set as 0, then that parameter will not be applied while processing Incident.

Example: If MTTA is 0 then we won't apply MTTA check.

1. MTTA (Mean Time to Acknowledge)

• The maximum allowed time to acknowledge an incident after it is created.
• If the incident is not acknowledged within this duration, it is considered MTTA breached.

Example:

If MTTA is set to 5 minutes, the incident must be acknowledged within 5 minutes of creation.

2. MTTR (Mean Time to Resolve)

• The maximum allowed time to resolve an incident after it is created.
• If the incident remains unresolved beyond this duration, it is considered MTTR breached.

Example:

If MTTR is set to 2 hours, the incident must be resolved within 2 hours of creation.

3. Retrigger

• The time limit to re-trigger an incident after it breached MTTR
• Applies when an incident remains unresolved after MTTR breach.
• Retrigger must use a time greater than 5 minutes or 0

Example:

If Retrigger is set to 5 minutes, and there is a valid MTTR, then after MTTR breach the incident will be re-triggered after 5 minutes if not resolved with in that time.

Priority-Based Configuration

Response thresholds are configured per incident priority, allowing stricter limits for critical incidents and more relaxed limits for lower-impact issues.

P1 - Very short MTTA - Very short MTTR - Frequent Retrigger

P2 - Short MTTA - Short MTTR - Regular Retrigger

P3 - Moderate MTTA - Moderate MTTR - Moderate Retrigger

P4 - Long MTTA - Long MTTR - Infrequent Retrigger

P5 - Optional MTTA - Optional MTTR - Optional Retrigger

*Actual values are fully configurable based on operational requirements.

Escalation Behavior

• When MTTA or MTTR is breached, the incident enters a response threshold-breached state.
• The system automatically triggers High urgency notification rules and start the escalation
• Escalations continue based on the breached interval until:
• The incident is acknowledged (for MTTA breaches), or
• The incident is resolved (for MTTR breaches).
• The Escalation completed

Manage Incident Response Threshold

Incident Response Threshold is available at 3 levels.

1. Global
2. Under a Team
3. Under a Service

1. Global Level

Global Incident Response Thresholds have a global scope. If a team does not have its own settings, these global settings will be applied to incidents under that team.

Where to find:

Go to Incident Response Threshold under the Workspace category in the Callgoose SQIBS Dashboard

2. Team Level

Team-level Incident Response Thresholds have a team-level scope. If a service does not have its own settings, these team settings will be applied to incidents under that service.

Where to find:

Go to Incident Response Threshold under the specific Team's info section in the Callgoose SQIBS Dashboard

3. Service Level

Service-level Incident Response Thresholds have a service-level scope. These settings will be applied to incidents under this service.

Where to find:

Go to Incident Response Threshold under the specific Services's info section in the Callgoose SQIBS Dashboard

Best Practices

• Keep MTTA and MTTR aggressive for high-priority incidents.
• Use Retrigger to avoid missed escalations, but not so frequently that it causes alert fatigue.
• Align thresholds with SLA commitments.
• Review and adjust thresholds periodically based on response performance.