This documentation covers parts of the PagerDuty Incident Response process. It is a cut-down version of our internal documentation, used at PagerDuty for any major incidents, and to prepare new employees for on-call responsibilities. It provides information not only on preparing for an incident, but also what to do during and after. It is intended to be used by on-call practitioners and those involved in an operational incident response process (or those wishing to enact a formal incident response process).
I think this is a goldmine for anybody involved with incident response teams, operations, monitoring, technical support, network centers, and other similar setups. Not only it covers the specific steps and expectations during different situations, but it also defines the culture, which the company is trying to built.
I wish I had this 15 years ago when I was involved in setting up the Network Operations Center (NOC). I will definitely use it in the near future, when we’ll be setting up the support department at work.