micsapp TwinMind Incident Runbook
Contents
Overview
Procedures for diagnosing and resolving TwinMind integration incidents, covering classification, diagnostics, common scenarios, escalation, and post-incident review.
Prerequisites
- Access to monitoring dashboards
- Production environment credentials
- On-call rotation contacts
- TwinMind support contact
Instructions
Step 1: Classify and Acknowledge
Classify severity (P1=15min/P2=1hr/P3=4hr/P4=24hr). Acknowledge in PagerDuty, join incident Slack channel, note start time.
Step 2: Run Quick Health Checks
Check TwinMind status page, your service health endpoint, recent deployments, and infrastructure status using diagnostic commands.
Step 3: Diagnose by Scenario
Follow scenario-specific playbooks: all transcriptions failing (API down, invalid key, network issue), high latency (TwinMind slow, service overloaded, network latency), rate limiting (429 errors, heavy consumers), or authentication failures (401 errors, key rotation).
Step 4: Execute Resolution
Apply resolution steps based on diagnosis. Follow escalation path: On-Call (0-15min) -> Team Lead (15-30min) -> Engineering Manager (30-60min) -> VP Engineering (60+ min).
Step 5: Post-Incident Review
Confirm resolution, update status page, notify stakeholders, document timeline, schedule post-mortem within 1 week, create action items.
See detailed implementation for diagnostic commands, scenario playbooks, and incident report template.
Output
- Incident classification guide
- Diagnostic commands
- Common scenario playbooks
- Escalation procedures
- Post-incident checklist
- Report template
Error Handling
| Issue | Cause | Solution |
|---|---|---|
| All transcriptions failing | TwinMind API down | Monitor status.twinmind.com, notify users |
| High latency (P95 > 5s) | Service overloaded | Scale replicas, queue requests |
| Rate limit exceeded (429) | Too many requests | Enable request queue, request limit increase |
| Auth failures (401) | Key expired/revoked | Regenerate key, update secrets |
Examples
Basic usage: Apply twinmind incident runbook to a standard project setup with default configuration options.
Advanced scenario: Customize twinmind incident runbook for production environments with multiple constraints and team-specific requirements.
Resources
Next Steps
For data handling procedures, see twinmind-data-handling.