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Incidents are an inevitable aspect of any business operation. From minor glitches to major disruptions, incidents can have a significant impact on an organization’s performance, reputation, and overall success. To effectively navigate the complex landscape of incidents, businesses require a robust enterprise incident management (EIM) strategy. This strategy encompasses processes, solutions, and collaboration efforts aimed

Introduction Severity levels are used to classify and prioritize customer support requests in order to provide the best possible service. They help organizations define the urgency of requests and prioritize them accordingly. This ensures the right level of attention is given to the right issue at the right time. Definition of Severity Levels Severity levels

What is an Error Budget? An Error Budget is the amount of money set aside to cover unexpected expenses or losses. It is also known as a contingency fund. Reliability is the ability of a system to perform its required functions under specified conditions for a specified period of time. Downtime is the time during

What is Site Reliability Engineering (SRE)? Site Reliability Engineering (SRE) is a software development discipline that combines software engineering and site reliability best practices in order to create scalable and highly reliable software systems. SRE teams are responsible for ensuring that a company’s software services meet or exceed their service level objectives (SLOs) by automating

Overview: What is a runbook? A runbook is a document that describes the steps necessary to carry out a specific process or procedure. A runbook can be thought of as a “playbook” for IT operations, providing a step-by-step guide for carrying out routine tasks and procedures. Runbooks can be used to debug problems, automate tasks,

In software services, downtime is not an option and user expectations are sky-high, companies must tread carefully to ensure they not only meet but exceed user standards. Enter two key acronyms that play a pivotal role in this quest for service excellence: SLA (Service Level Agreement) and SLO (Service Level Objective). Aspect SLA (Service Level

In this post, we’ll cover 10 tools that are useful for every SRE in the modern era. We’ve selected these tools based on their popularity, ease of use, functionality, and how well they fit in with the modern SRE’s toolkit. SREs are in charge of the everyday operations of their organization’s technology. They are often