System Impact and Mitigation

The goal of incident response is to minimize the total impact on customers over time through mitigation and root cause resolution. For example, a high-impact, short-duration incident (five-minute total outage) can be as impactful to a customer as a low-impact, long-duration incident (slowness for a full day).

A key component of SaaS incident response is to mitigate the incident, if possible, to lessen the immediate impact on the customer and buy the team time to resolve the issue permanently.