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Operational & Incident Response

Bike4Mind maintains a disciplined operational model, with structured response protocols, clear escalation paths, and documented remediation procedures. Operational integrity is prioritized alongside feature delivery, ensuring the platform remains reliable, observable, and recoverable under failure conditions.

Incident Prioritization Model​

Bike4Mind uses a four-tier priority system to classify all operational events:

  • P0 – Critical Platform is unavailable or significantly impaired across the entire user base. Immediate response required; all engineering resources are redirected.

  • P1 – High Priority Major functionality is degraded or unavailable for a segment of users. Response and remediation occur as soon as possible, with dedicated ownership.

  • P2 – Standard Bug or issue with limited user impact. Scheduled for resolution within normal sprint cycles (typically within 10–60 days).

  • P3 – Backlog Low-priority issues or feature ideas. Logged and tracked without commitment to timeline.

All incidents and bugs are logged in GitHub and assigned a priority label upon triage.

Runbooks​

Operational runbooks are maintained for common scenarios and system components:

  • Located in GitHub alongside relevant modules

  • Written in checklist format with step-by-step instructions

  • Include:

    • Remediation steps
    • Affected systems and services
    • Contact points for escalation
    • Rollback procedures (where applicable)

Runbooks are reviewed and updated periodically as part of post-mortem sessions.

Incident Playbooks​

For more complex, high-impact scenarios, structured playbooks are used to:

  • Identify scope and impact of an incident
  • Guide cross-functional incident response (engineering, DevOps, support)
  • Document root causes and contributing factors
  • Coordinate communication (internal and external)

All playbooks include escalation thresholds, ownership handoffs, and audit logging requirements.

Escalation Procedures​

Bike4Mind maintains well-defined escalation paths across time zones:

  • Escalation triggers are defined by severity level or system behavior (e.g. failed health checks, high error rates)
  • Slack-based alerting initiates incident response automatically
  • Client Success Managers coordinate customer-facing updates as required
  • Engineering leads are on-call during deployment windows and after critical changes

Rollback and Recovery​

  • One-click rollback is available via SEED for all deployments
  • Rollback targets are version-controlled and logged
  • Recovery time objectives (RTOs) are minimized through infrastructure automation and pre-tested deployment artifacts
  • Lambda functions and infrastructure resources are provisioned in isolated stacks, enabling partial service recovery where appropriate

Post-Mortem Analysis​

All P0 and P1 events require a post-mortem within 48 hours. Post-mortems must include:

  • Timeline of events
  • Root cause analysis
  • Affected components and systems
  • Immediate remediations
  • Long-term prevention actions

Findings are documented in GitHub and reviewed in weekly operational syncs. Lessons learned are shared across engineering and product teams.

This operational model ensures that Bike4Mind remains stable, auditable, and continuously improving—regardless of scale or deployment environment.