Incident Response Glossary

Mean Time To Resolution/Repair - how long it takes to fix incidents

Mean Time Between Failures - reliability measurement

Mean Time To Detect - how quickly issues are discovered

Mean Time To Identify - how long to understand root cause

The person coordinating incident response

Root Cause Analysis - investigating why incidents occur

Step-by-step procedures for handling incidents

Analysis conducted after an incident is resolved

Routing issues to more senior or specialized responders

Schedule for who handles alerts outside business hours

Desensitization caused by too many alerts

On-call responsibility for responding to alerts

Classification system for incident priority

Site Reliability Engineering - discipline for maintaining reliable systems

Service Level Objective - target reliability goals

Service Level Agreement - contractual reliability commitments

Acceptable amount of unreliability

Manual, repetitive operational work