What Defines an Incident?

Production is a very sensitive environment, and any hiccup can cause a lot of disruption from a business perspective. As Engineers, we need to establish what is an incident and what is down time. Not every exception needs a team of five to bring the platform up again. Sometimes a response is delayed because of reasons beyond your control. If you depend on an external party, your application can be down because of their downtime—this is why you must always consider reviewing underlying SLAs that your platform depends on.