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Default settings configuration

Default settings within the Allma application

Allma comes pre-loaded with incident best practice guidance built from the learnings of 300+ Engineering Leaders.

We have compiled our default content settings below for easy reference. All of this content is fully configurable to your organization's incident process. You can configure directly in the Allma webapp under Settings.

Technical incident workflow defaults

Severity Levels

Purpose of Severity levels: create one shared, defined language for the whole company to calibrate incidents so that everyone understands level of seriousness and proceed accordingly.

SEV-0

Severe service outage. Service functionality considered down for all or large portions of customers.

SEV-1

Service outage or degradation that impacts customers.

SEV-2

Service or tool outage or degradation that impacts employees, vendors, partners, or other internal stakeholders.

SEV-3

Service or tool outage that has minimal or no impact but requires a response.

Roles

Purpose of Roles: establish shared, clearly defined roles and responsibilities so everyone in the company knows who should be doing what during an incident and team members can delegate and fulfill their own roles effectively.

Incident commander

The primary decision maker for the incident, listening to hypotheses and data presented by participants and delegating actions.

Communications lead

The core communicator for the incident, conveying status, updates, and technical details to stakeholders, support personnel, and/or customers.

Participant

Team member available to investigate, carry-out actions delegated by the Incident Commander, and actively work towards incident mitigation.

Watcher

Team member with knowledge or guidance that might contribute to resolution, but is not available to actively investigate or carry-out mitigative actions.

Incident notifications

Subscription notifications are an easy way to automate the communication of important information to other channels across the company.

Guidance: we recommend setting up notifications to all channels that play an active part in incidents, as well as, channels who need to receive information around incidents. Typically we see customers set up notifications to the following channels: Engineering, Customer Team, Product, Exec, Marketing, Sales, Legal, and Ops, as well as general incident and bug channels and customer ticket channels.

Incident reminders

Incident reminders will remind whoever created the incident when a note has not been added to the timeline for 30 minutes. The reminder is not repeated every 30 minutes - only 30 minutes after a new note is added.

Incident reminders are disabled by default - you can enable them for your team, as needed.

What settings can I configure?

ℹ️

Note that

curated by Allma cannot be configured.

Allma provides the user with a technical incident workflow out of the box that may be configured to the team’s satisfaction.

The technical incident workflow may configure the following:

  • Severity levels
    • Severity levels and their definitions
  • Roles
    • Roles names, emojis, definitions, permissions, the number of collaborators that may hold that role
  • Channel privacy
  • Channel prefix (eg #incident-...)
  • Post-resolution message content

Outside of workflow configuration, workspace-level configuration

  • Integrations
  • Incident communications
    • Which channels in your Slack workspace you want to receive notifications throughout an incident
    • Define specific events you want each channel to receive on a channel-by-channel basis. Examples: every time a team member declares an incident, notify Engineering, Customer-Success, Product, and Sales channels; Only notify Executive channel of Severity 0 and Severity 1 incidents; Every time therre is a state change, notify Engineering and Customer-Success channels...

I made a mistake setting up settings in onboarding, where can I fix my settings and make changes?

Once you have installed Allma, you will have access to Allma web app to access your settings at any point. At any time, you can always view or change any settings by logging into Allma's web app or in Allma's "app home" within Slack.

How do I enable incident reminders?

To enable reminders when a note has not been recently added:

  1. Navigate to your general settings
  2. Under the section "Remind active incident channels to post regular updates?", choose "Enable incident reminders"

Can I disable reminders when a note has not been recently added?

Yes, reminders can be disabled. Note that disabling reminders will disable them for all incidents.

To disable reminders when a note has not been recently added:

  1. Navigate to your general settings
  2. Under the section "Remind active incident channels to post regular updates?", choose "Disable incident reminders"

How do I enable integrations?

You can enable integrations in our onboarding flow upon install. Or, any time after install, you can enable integrations in our webapp.

What level of configurability is there for settings and incident communications?

Right now, you can customize settings on a global level across your workspace. This means you can define severity levels, roles, incident communications, integrations and customize content for your Slack workspace as a whole. For incident communications, today you can customize them on a channel by channel basis across your workspace.

Over time, we will be rolling out local configurability to enable you to configure settings on a team basis.

Who on my team can change / configure settings?

An administrator role was added for users within your workspace who you wish to allow to edit global configuration for the app. All other users will not be able to see or modify the settings. You can add/remove who can do this in Allma;s App Home in Slack -> Manage Users (must be admin to add/remove others).