On-call incident decision tree template

Steps in this flowchart

• Alert fires
• Acknowledge page within 5 min
• Customer impact?
• Snooze & create follow-up ticket
• Page closed
• Declare incident & assign roles
• Open incident channel
• Post status page: investigating
• Recent deploy?
• Roll back deploy
• Dependency down?
• Fail over to secondary
• Scale up & shed load
• Error rate normal?
• Escalate to service owner
• Status page: monitoring
• Resolve after 30 min stable
• Write blameless postmortem
• Track action items

How to use this flowchart template

1. Click Open in the editor. The flowchart opens on a new page in FlowDiagram — nothing is uploaded and there is no sign-up.
2. Rename, add or delete shapes and drag them where you want; connectors stay attached as things move.
3. Drop in vendor logos from the library — 1,160 of them, including every AWS, Azure and Google Cloud service icon — or restyle it with the colour and theme controls.
4. Prefer text? Edit the Mermaid source below and paste it in through ☰ → Import diagram (see the Mermaid editor); it imports as an editable diagram.
5. Export to PNG, SVG or PDF, or press Ctrl+L for a link that carries the whole diagram.

Mermaid source

The whole template is the text below. Paste it into FlowDiagram, keep it in Git next to the code it describes, or hand it to an AI assistant to extend.

flowchart TD
  A((Alert fires)) --> B[Acknowledge page within 5 min]
  B --> C{Customer impact?}
  C -->|No| D[Snooze & create follow-up ticket]
  D --> Z((Page closed))
  C -->|Yes| E[Declare incident & assign roles]
  E --> F[Open incident channel]
  F --> G[Post status page: investigating]
  G --> H{Recent deploy?}
  H -->|Yes| I[Roll back deploy]
  H -->|No| J{Dependency down?}
  J -->|Yes| K[Fail over to secondary]
  J -->|No| L[Scale up & shed load]
  I --> M{Error rate normal?}
  K --> M
  L --> M
  M -->|No| N[Escalate to service owner]
  N --> H
  M -->|Yes| O[Status page: monitoring]
  O --> P[Resolve after 30 min stable]
  P --> Q[Write blameless postmortem]
  Q --> R[Track action items]
  R --> Z

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