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SOP-SDLC-08 — Post-Deployment Monitoring & Incident Response

Continuous monitoring and incident response for services in production.

Owner: SRE ManagerApprover: Engineering DirectorVersion: 3.6Updated: 12/22/1969

1. Purpose

Detect, respond to, and learn from incidents in production services.

2. Scope

All production services owned by UBC.

3. Definitions

  • SLO — Service Level Objective.
  • Sev — Incident severity (1 = highest).
  • Postmortem — Blameless review of an incident.

4. Roles & Responsibilities (RACI)

ActivityRACICadence
Define SLOs & alertsService ownerSRE ManagerProduct OwnerTeamPer service
Respond to alertsOn-callSRE ManagerService ownerExecutive (Sev1/2)24/7
Author postmortemICSRE ManagerTeamExecutivePer Sev1/2

5. Procedure

  1. Publish SLOs and burn-rate alerts for every production service.
  2. On-call responds per severity SLA (Sev 1: 15 min ack, 4h resolution target).
  3. Assign an Incident Commander for Sev 1/2 incidents.
  4. Communicate to stakeholders every 30 minutes during Sev 1/2.
  5. Author a blameless postmortem within 5 business days; track action items to closure.

6. Inputs & Outputs

Inputs

  • Monitoring data
  • Alerts
  • Runbooks

Outputs

  • Incident tickets
  • Postmortems
  • Action items

7. Controls & Metrics

MetricTarget
Sev 1 MTTA≤ 15 min
Postmortems delivered on time≥ 95%

8. Exceptions & Escalation

  • Multi-tenant Sev 1 incidents require crisis-comms and legal notification per SOP-Comms.

9. Records & Retention

RecordRetention
Incident tickets5 years
Postmortems7 years

10. Related Documents

  • SOP-SDLC-07
  • Runbook Library

11. References

  • ISO/IEC 27035
  • Google SRE Book

12. Revision History

See the Versions tab for the full change history maintained by the Auto-Doc Engine.

Document code: SOP-SDLC-08 · Aligned to SRE Book / ISO/IEC 27035. Controlled document — reproduction outside the UBC QMS requires the Quality Manager's approval.

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Frameworks
SOC 2
ISO 27001
CMMI-DEV