What if incident.io is Down?

Overview

If incident.io becomes unavailable or inaccessible, follow these procedures to maintain incident management continuity.

Login Issues (CF or Okta Outage)

If you cannot access incident.io due to Cloudflare (CF) or Okta authentication issues:

• Contact an incident.io admin (#g_networking_and_incident_management or infrastructure leadership) to grant the permission “Bypass SAML Login” temporarily to the Standard role in the incident.io permissions settings
• This allows temporary access without SAML authentication

Actions

1. Centralize Communication: Create a dedicated Slack channel for the incident (example, #incident-io-outage or #incident-[date])

   • Use this channel as the single source of truth for all incident updates
   • Ensure all relevant stakeholders are invited

2. Create a Google Doc: Start a shared Google Doc using this template to track:

   • Incident timeline and key events
   • Action items and owners
   • Status updates
   • Resolution steps

3. Share Access: Ensure the Google Doc is accessible to all within GitLab

Return to Normal Operations

Once incident.io is restored:

• Create a “Retrospective incident” from the incident.io dashboard
• Migrate any critical information from the Google Doc back into incident.io
• Close the temporary Slack channel or archive it for reference
• Document lessons learned from the outage