Enhance AI Incident Monitoring and Response Process

Description

We need to improve our monitoring and incident response processes for AI-related issues to reduce resolution time and increase efficiency. This includes implementing better logging, updating our runbooks, and clarifying team responsibilities.

Objectives

1. Implement better logging and monitoring for AI-related incidents
2. Develop clearer runbooks for common issues
3. Clarify team responsibilities and improve incident routing

Tasks

• Review and update the existing AI Gateway runbook
  • Remove references to non-existent "AI Gateway team"
  • Clarify which team(s) are responsible for AI Gateway issues
• Create a new runbook for Duo Chat incidents
  • Include guidelines for initial analysis and proper routing of issues
  • Define when to escalate to AI Framework, Cloud Connector, or Infra teams
• Create a new runbook for Cloud Connector incidents
• Create a Duo runbook for Duo Incidents
• Implement improved logging for AI-related services
  • Identify key metrics and error types to log
  • Set up alerts for critical issues
• Develop a decision tree or flowchart for initial incident triage
  • Include steps to quickly identify the source of the problem
  • List key people/teams to involve based on the issue type
• Create a centralized document listing all AI-related teams and their responsibilities
• Set up a training session for relevant team members on the new processes