Incidents

Incidents allow you to communicate service disruptions and updates to your users.

Understanding Incidents

An incident represents any event that affects your service availability:

• Service outages
• Performance degradation
• Partial system failures
• Security incidents

Incident Lifecycle

1. Investigating

Initial state when an issue is detected:

Status: Investigating
Impact: Minor/Major/Critical

2. Identified

Root cause has been found:

Status: Identified
Update: "The issue is caused by database connection limits"

3. Monitoring

Fix deployed, monitoring for stability:

Status: Monitoring
Update: "Fix deployed, monitoring system stability"

4. Resolved

Issue fully resolved:

Status: Resolved
Update: "All systems operational"

Creating an Incident

Via Admin Panel

1. Go to /manage/incidents
2. Click "Create Incident"
3. Fill in the details:
   • Title - Brief description
   • Status - Current state
   • Impact - Severity level
   • Affected Monitors - Which services
   • Message - Detailed update
4. Click "Create"

Via API

curl -X POST https://your-kener.com/api/incidents \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "title": "API Latency Issues",
    "status": "investigating",
    "impact": "minor",
    "message": "We are investigating increased API response times."
  }'

Updating Incidents

Keep your users informed with regular updates:

curl -X POST https://your-kener.com/api/incidents/123/updates \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "status": "identified",
    "message": "Root cause identified. Working on a fix."
  }'

Impact Levels

Scheduled Maintenance

Plan maintenance windows in advance:

1. Create a maintenance window
2. Set start and end times
3. Select affected monitors
4. Add description
5. Users see upcoming maintenance

{
    "title": "Database Maintenance",
    "scheduledStart": "2024-01-15T02:00:00Z",
    "scheduledEnd": "2024-01-15T04:00:00Z",
    "impact": "minor",
    "message": "Scheduled database maintenance. Expect brief interruptions."
}

Best Practices

Communication

• Be transparent - Share what you know
• Update frequently - Even if no change
• Use plain language - Avoid jargon
• Set expectations - Provide ETAs when possible

Response

• Acknowledge quickly - Show you're aware
• Escalate appropriately - Know when to involve others
• Document everything - For post-mortems
• Follow up - Post-incident review

Notifications

Configure how users are notified:

• Email - Automatic email updates
• Webhooks - Integrate with your tools
• RSS Feed - Subscribe to updates
• API - Build custom integrations