You encountered a major service outage that affected all users of the service for multiple hours. After several hours of incident management, the service returned to normal, and user access was restor

Question

Options

• ACall individual stakeholders to explain what happened.
• BDevelop a post-mortem to be distributed to stakeholders.
• CSend the Incident State Document to all the stakeholders.
• DRequire the engineer responsible to write an apology email to all stakeholders.

• A
  7% (2)
• B
  80% (24)
• C
  3% (1)
• D
  10% (3)

Explanation

SRE best practice after a major incident is to write a blameless post-mortem before communicating with stakeholders. The post-mortem documents what happened, the timeline, impact, root cause, and action items. Distributing this document ensures consistent, accurate information reaches all stakeholders simultaneously. Option A (individual calls) is ad-hoc, inconsistent, and not scalable for a major outage. Option C (Incident State Document) is an operational document used during the incident, not the post-incident summary. Option D (apology email) is punitive, violates blameless culture, and is not an SRE-recommended practice.

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