Incident Manager

Incident Manager is the operator's tool for declaring, tracking, and resolving service disruptions. Every incident is published to your public status page in real time.

Incident Severity

Severity	Color	Meaning
`LOW`	Yellow	Degraded performance, minimal customer impact
`MEDIUM`	Amber	Moderate impact to a subset of customers
`HIGH`	Orange	Significant impact to many customers
`CRITICAL`	Red	Full outage or widespread customer impact

Incident States

INVESTIGATING → IDENTIFIED → MONITORING → RESOLVED → CLOSED

State	Meaning
`INVESTIGATING`	Root cause not yet known
`IDENTIFIED`	Root cause known, fix in progress
`MONITORING`	Fix deployed, watching for stability
`RESOLVED`	Fully resolved. No ongoing customer impact.
`CLOSED`	Incident archived after resolution.

Declaring an Incident

Go to Operations → Incident Manager
Click + Declare Incident
Enter title, severity, and affected services
Add an initial update describing what's known
Click Declare — the incident is immediately visible on your public status page

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Declaring an incident updates your public status page immediately. Use severity LOW for internal investigations you don't want to alarm customers about until confirmed.

Timeline Updates

Add updates throughout the incident lifecycle:

Each update is append-only (immutable audit trail)
Updates appear on the public status page with timestamps
Subscribers receive notifications via email and webhook

Auto-Detection

Aforo can automatically create incidents when uptime monitors detect prolonged downtime. Configure auto-incident rules:

Minimum downtime duration before auto-declaring (e.g. 5 minutes)
Which monitors trigger auto-declaration
Default severity for auto-detected incidents

Postmortems

After resolving an incident, write a postmortem:

What happened — timeline of events
Root cause — technical explanation
Impact — which customers, for how long
Remediation — what was done to fix it
Prevention — what changes prevent recurrence

Publish the postmortem to make it visible on the status page.

Scheduled Maintenance

Announce planned downtime before it happens:

Go to Operations → Incident Manager → Maintenance
Click Schedule Maintenance
Set start/end time and affected services
Subscribers are notified automatically 24 hours before

Scheduled maintenance appears on the status page and prevents false-positive incident alerts during the window.

Status Page Integration

Every incident and maintenance window is visible on /status. Customers who subscribe receive:

Email notification when incident is declared
Email notification when incident is resolved
Webhook payload on every state change (for PagerDuty, OpsGenie integration)