About this interactive
Fault tolerance makes downtime rarer; incident response makes it shorter. The process has a before, a during and an after.
Before: prepare. A detailed plan of who is in charge, who is told and how, who troubleshoots and how efforts are coordinated makes a chaotic situation less chaotic. Some things only help if they exist beforehand, such as baseline configurations to compare against. Training and testing matter too, because people skip steps in a process they have only read.
During: detect the incident (a user calls, or monitoring such as a SIEM raises an alert); analyze it, scoping out what is happening, quickly; contain it, stopping it immediately and keeping it in one spot, even by pulling the plug; eradicate it, removing the cause completely, preferably from a clean slate rather than with a cleanup tool; and recover, getting services back to full use without the infection, then backing out emergency changes and fixing the damage done to users.
After: learn. Decide what to fix and do differently, and do a root cause analysis: keep asking why until you reach the real cause, then plan how to prevent it.
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