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Default Settings Configuration

Default Settings within the Allma Application

Allma comes pre-loaded with incident best practice guidance built from the learnings of 300+ Engineering Leaders.

We have compiled our default content settings below for easy reference. All of this content is fully configurable to your organization's incident process. You can configure directly in the Allma webapp under Settings.

Severity Levels

Purpose of Severity levels: create one shared, defined language for the whole company to calibrate incidents so that everyone understands level of seriousness and proceed accordingly.

SEV-0

Severe service outage. Service functionality considered down for all or large portions of customers.

SEV-1

Service outage or degradation that impacts customers.

SEV-2

Service or tool outage or degradation that impacts employees, vendors, partners, or other internal stakeholders.

SEV-3

Service or tool outage that has minimal or no impact but requires a response.

Roles

Purpose of Roles: establish shared, clearly defined roles and responsibilities so everyone in the company knows who should be doing what during an incident and team members can delegate and fulfill their own roles effectively.

Incident Commander

Description: The primary decision maker for the incident, listening to hypotheses and data presented by participants and delegating actions.

Prerequisties

You must have:

  • A computer
  • A stable internet connection
  • No pending need to leave for the duration of the incident

Responsibilities

Ensure right people are in right channel

Gather and synthesize hypotheses

Agree on identified problem scope and area

Delegate repair actions and continue to reevaluate your approach as needed

Ensure someone on the team (if not you) consistently communicates to the business & stakeholders

Serve as single source of truth on the status of incident resolution, system, and plan

Communications Lead

The core communicator for the incident, conveying status, updates, and technical details to stakeholders, support personnel, and/or customers.

Prerequisites

You must have:

A computer

A stable internet connection

Prepared to run a knowledge handoff

Responsibilities

Listen to the Incident Commander and follow along on the channel to keep apprised of status and updates

Update relevant stakeholders through designated channels (status page, email, chat, etc.) as appropriate

Know who knows the customer best and rely on their judgment in communicating with customers

Know when to communicate and when to stay silent and wait for updates.

Strive for a balance between clear, consistent communication, and dedicated periods of silence during which the team is making progress.

Participant

Description

Team member available to investigate, carry-out actions delegated by the Incident Commander, and actively work towards incident mitigation.

Prerequisites

You must have:

A computer

A stable internet connection

Prepared to run a knowledge handoff, as needed

Responsibilities

Ensure you have accurately synthesized your level of availability and conveyed any relevant subject-matter expertise on the affected services

Listen to Incident Commander and take cues on what to investigate

Collect and synthesize hypotheses from investigation directly in the channel

Carry-out actions that have been delegated to you by the Incident Commander

Know when to escalate for helpContinue to communicate directly in the channel, conveying new information and hypotheses as you work through incident mitigation

Watcher

Description

Team member with knowledge or guidance that might contribute to resolution, but is not available to actively investigate or carry-out mitigative actions.

Prerequisites

You must have:

A computer

Responsibilities

Ensure right people are in the channel

Gather and synthesize hypotheses

Incident Notifications

Notifications are an easy way to automate the communication of important information to other channels across the company.

Guidance: we recommend setting up notfications to all channels that play an active part in incidents, as well as, channels who need to receive information around incidents. Typically we see customers set up notfications to the following channels: Engineering, Customer Team, Product, Exec, Marketing, Sales, Legal, and Ops, as well as general incident and bug channels and customer ticket channels.

What settings can I configure?

  • Severity levels
    • Severity levels and their definitions
  • Roles
    • Roles and their definitions
  • Incident communications
    • Which channels in your Slack workspace you want to receive notifications throughout an incident
    • Define specific events you want each channel to receive on a channel-by-channel basis. Examples: every time a team member declares an incident, notify Engineering, Customer-Success, Product, and Sales channels; Only notify Executive channel of Severity 0 and Severity 1 incidents; Every time therre is a state change, notify Engineering and Customer-Success channels...
  • App Content: incident best practice guidance
    • Role preqrequisiteies
    • Checklists for corresponding roles
    • Incident checklists
    • You can link to your own playbooks, external wiki's, urls...
  • Integrations

I made a mistake setting up settings in onboarding, where can I fix my settings and make changes?

Once you have installed Allma, you will have access to Allma web app to access your settings at any point. At any time, you can always view or change any settings by logging into our Webapp () or in Allma app home ().

How do I enable integrations?

You can enable integrations in our onboarding flow upon install. Or, any time after install, you can enable integrations in our webapp.

What level of configurability is there for settings and incident communications?

Right now, you can customize settings on a global level across your workspace. This means you can define severity levels, roles, incident communications, integrations and customize content for your Slack workspace as a whole. For incident communications, today you can customize them on a channel by channel basis across your workspace.

Over time, we will be rolling out local configurability to enable you to configure settings on a team basis.

Who on my team can change / configure settings?

An administrator role was added for users within your workspace who you wish to allow to edit global configuration for the app. All other users will not be able to see or modify the settings. You can add/remove who can do this in Allma App Home -> Manage Users (must be admin to add/remove others).