2020-07-18: customers.gitlab.com briefly unavailable
Summary
2020-07-18: customers.gitlab.com briefly unavailable
I got paged on the weekend for a minor blip. It resolved itself after ~10 minutes.
It was hard to figure out what happened as we don't have prometheus metrics or kibana logs for this host.
We do have logs on the box itself under /home/gitlab-customers/customers-gitlab-com/log
-- but that's not very user friendly to dig through.
I believe we need to prioritize some operational work here.
Timeline
All times UTC.
2020-07-18
- 08:17 - iwiedler declares incident in Slack using
/incident declare
command.
Click to expand or collapse the Incident Review section.
Incident Review
Summary
- Service(s) affected:
- Team attribution:
- Minutes downtime or degradation:
Metrics
Customer Impact
- Who was impacted by this incident? (i.e. external customers, internal customers)
- What was the customer experience during the incident? (i.e. preventing them from doing X, incorrect display of Y, ...)
- How many customers were affected?
- If a precise customer impact number is unknown, what is the estimated potential impact?
Incident Response Analysis
- How was the event detected?
- How could detection time be improved?
- How did we reach the point where we knew how to mitigate the impact?
- How could time to mitigation be improved?
Post Incident Analysis
- How was the root cause diagnosed?
- How could time to diagnosis be improved?
- Do we have an existing backlog item that would've prevented or greatly reduced the impact of this incident?
- Was this incident triggered by a change (deployment of code or change to infrastructure. If yes, have you linked the issue which represents the change?)?
5 Whys
Lessons Learned
Corrective Actions
Guidelines
Edited by Igor