AWS IDR documentation change
Summary
Simplified incident response documentation by removing detailed Post Incident Report example and restructuring content. Changed wording from 'will join' to 'incident managers can join' and updated bullet point phrasing.
Security assessment
Changes appear to be editorial improvements rather than security-related updates. The removed Post Incident Report template contained operational details but no evidence of addressing vulnerabilities. Wording changes improve clarity without introducing security controls or addressing vulnerabilities.
Diff
diff --git a/IDR/latest/userguide/idr-inc-mgmt-serv-events.md b/IDR/latest/userguide/idr-inc-mgmt-serv-events.md index 16bd153aa..fc6a19df9 100644 --- a//IDR/latest/userguide/idr-inc-mgmt-serv-events.md +++ b//IDR/latest/userguide/idr-inc-mgmt-serv-events.md @@ -7 +7 @@ -AWS Incident Detection and Response notifies you during AWS service disruptions that have broad customer impact, including issues affecting multiple customers or problems with AWS services that your workload uses within an affected AWS Region or Availability Zone. Upon request, AWS Incident Detection and Response will join your conference call bridge to do the following: +AWS Incident Detection and Response notifies you during AWS service disruptions that have broad customer impact, including issues affecting multiple customers or problems with AWS services that your workload uses within an affected AWS Region or Availability Zone. Upon request, AWS Incident Detection and Response incident managers can join your conference call bridge to do the following: @@ -9 +9 @@ AWS Incident Detection and Response notifies you during AWS service disruptions - * Guide you through recovery plan implementation. + * Guide you through recovery plan implementation @@ -11 +11 @@ AWS Incident Detection and Response notifies you during AWS service disruptions - * Relay potential workarounds. + * Relay potential workarounds @@ -13 +13 @@ AWS Incident Detection and Response notifies you during AWS service disruptions - * Gather feedback on your sentiment and impact. + * Gather your information about the incident and impact @@ -15 +15 @@ AWS Incident Detection and Response notifies you during AWS service disruptions - * Advocate and escalate issues internally on your behalf. + * Advocate and escalate issues within AWS on your behalf @@ -22,67 +22 @@ You receive service disruption notifications through AWS Health. If you operate -To help you understand how AWS Incident Detection and Response supports you during service disruptions, review the following incident response workflow diagram. The diagram outlines the steps taken by AWS teams, and how incident response teams collaborate with you to identify, mitigate, and resolve the service disruption. - - - -**Post Incident Report for Service Events (if requested)** : If a service event causes an incident, you can request AWS Incident Detection and Response to perform a post incident review and generate a Post Incident Report. The Post Incident Report for service events includes the following: - - * A description of the issue - - * The incident's impact - - * Information shared on the AWS Health dashboard - - * The teams that were engaged during the incident - - * Workarounds and actions taken to mitigate or resolve the incident - - - - -The Post Incident Report for service events might contain information that can be used to reduce the likelihood of incident recurrence, or to improve the management of a future occurrence of a similar incident. The Post Incident Report for service events isn't a Root Cause Analysis (RCA). You can request a RCA in addition to the Post Incident Report for service events. - -The following is an example of a Post Incident Report for service event: - -###### Note - -The following report template is an example only. - - - **Post Incident Report - LSE000123** - **Customer:** Example Customer - **AWS Support Case ID(s):** 0000000000 - **Incident Start: Example:** 1 January 2024, 3:30 PM UTC - **Incident Resolved: Example:** 1 January 2024, 3:30 PM UTC - **Incident Duration:** 1:02:00 - **Service(s) Impacted:** Lists the impacted services such as EC2, ALB - **Region(s):** Lists the impacted AWS Regions, such as US-EAST-1 - **Alarm Identifiers:** Lists any customer alarms that triggered during the Service Level Event - - **Problem Statement:** - Outlines impact to end users and operational infrastructure impact during the Service Level Event. - Starting at 2023-02-04T03:25:00 UTC, the customer experienced a service outage... - - **Impact Summary for Service Level Event:** - (This section is limited to approved messaging available on the AWS Health Dashboard) - Outline approved customer messaging as provided on the AWS Health Dashboard. - Between 1:14 PM and 4:33 PM UTC, we experienced increased error rates for the Amazon SNS Publish, Subscribe, Unsubscribe, Create Topic, and Delete Topic APIs in the EU-WEST-1 Region. The issue has been resolved and the service is operating normally. - - **Incident Summary:** - Summary of the incident in chronological order and steps taken by AWS Incident Managers during the Service Level Event to direct the incident to a path to mitigation. - At 2024-01-04T01:25:00 UTC, the workload alarm triggered a critical incident... - At 2024-01-04T01:27:00 UTC, customer was notified via case 000000000 about the triggered alarm - At 2024-01-04T01:30:00 UTC, IDR team identified an ongoing service event which was related to the customer triggered alarm - At 2024-01-04T01:32:00 UTC, IDR team sent an impact case correspondence requesting for the incident bridge details - At 2024-01-04T01:32:00 UTC, customer provided the incident bridge details - At 2024-01-04T01:32:00 UTC, IDR team joined the incident bridge and provided information about the ongoing service outage - By 2024-01-04T02:35:00 UTC, customer failed over to the secondary region (EU-WEST-1) to mitigate impact... - At 2024-01-04T03:27:00 UTC, customer confirmed recovery, the call was spun down... - - **Mitigation:** - Describes what was done to mitigate the issue. NOTE: this is not a Root Cause Analysis (RCA). - Back-off and retries yielded mild recovery. Full mitigation happened ... - - **Follow up action items (if any):** - Action items to be reviewed with your Technical Account Manager (TAM), if required. - Review alarm thresholds to engage AWS Incident Detection and Response closer ... - Work with AWS Support and TAM team to ensure ... - +To learn more about how AWS Incident Detection and Response supports you during service disruptions, review the following incident response workflow diagram. The diagram outlines the steps taken by AWS teams, and describes how incident response teams collaborate with you to identify, mitigate, and resolve the service disruption. @@ -89,0 +24 @@ The following report template is an example only. +