Outages

Outages are unexpected interruptions or disruptions in the services provided by Trident, which can impact the user experience of our customers. If you are a staff member at Trident and you become aware of an outage, it is important that you alert the Incident Response Team (IRT) as soon as possible. The IRT is a specialized team of developers who are responsible for handling incidents and outages. To notify the IRT, you should send a message in any staff related channel, providing as much detail as possible about the outage. It is also essential to provide regular updates to the IRT about the outage until it is resolved.

In case of an outage, it is crucial to communicate with the affected users promptly. The best way to do this is by posting an outage announcement in #outages channel. The announcement should include a brief summary of the outage and the estimated time of resolution. You should also mention the impact on the users and provide updates as they become available. It is important to remain transparent throughout the entire process, so users are aware of what is going on and what they can expect.

Staff members should be trained in incident response, and there should be a clear escalation process in place to ensure that issues are resolved efficiently. By taking proactive measures and maintaining a high level of preparedness, we can minimize the risk of outages and ensure a smooth experience for our users.