Solution · Operations · IT · Safety
Incident response that follows the runbook at 3 am
An incident is the moment a team most needs its process and least reads it. Ovenbird puts the runbook's next step in the thread where the incident is being handled.
Reads the documents you already have. Writes to no customer. One afternoon to set up.
Sounds familiar?
- The runbook is not open at 3 amThe severity rule is right; nobody reads it under pressure.
- Notice windows missedCustomers and regulators told late, after the fact.
- The review changes nothingLessons learned written, runbook unchanged.
Where it shows up
- TechnologyOutages, security alerts, data incidents: severity rules, notice deadlines, the handover to the post-incident review.
- HospitalityA guest injury, a fire alarm, a food-safety report: who is called, what is recorded, when the property manager and the insurer are told.
- LogisticsA lost trailer, a hazardous-goods spill, a depot system failure: the escalation chain and the customer notice the contract requires.
- ManufacturingA line stop, a safety near-miss: containment first, then the report the regulator expects, in the order the procedure sets.
- Healthcare administrationA privacy breach or a system outage affecting appointments: the notification clock and the roles that must be informed.
What changes
- Severity decided by the ruleNot by who is awake. The criteria the runbook sets, applied to this incident's facts, with the fact it depends on asked first.
- Deadlines keptNotice windows, escalation thresholds and review dates as the next step, timed from the moment the incident was confirmed.
- The whole thread, not one toolThe alert, the chat, the ticket and the runbook read together. The answer cites which message decided what.
- On-call trained before the pagerScenarios built from your runbook, with refreshers, so the first real incident is not the first time the process is read.
- The review closes the loopDeviations during the incident become proposed edits to the runbook, not a lessons-learned page nobody reopens.
How it works
- 1
Point it at the documents you have
Confluence, Google Docs, Notion or a web page. No rewriting; Ovenbird reads the live version and shows which one it followed.
- 2
People ask on the work in front of them
In Slack, on the web or from the record: the one next step, the fact it depends on asked first, the paragraph quoted.
- 3
Corrections and training come from the same page
Every "this is wrong" becomes a proposed edit. Every procedure becomes a short course with refreshers and records.
Built for
- Head of Operations or EngineeringIncidents handled by the runbook, measurable.
- On-call leadsSeverity and deadlines decided by the rule, not by who is awake.
- ComplianceNotice windows and review actions evidenced.
What a pilot measures
- Time to declareMinutes from first alert to a severity decision and a named lead.
- Notice deadlines metShare of incidents whose first customer or regulator notice went out inside the window.
- Review actions closedPost-incident actions completed by their due date.
Agreed before the pilot. Reported after 90 days, before and after.
Questions buyers ask
Does Ovenbird page people or change severity itself?
No. It tells the person on call what the runbook requires next and who it says to involve. Paging, status changes and customer notices stay with the team.
What if the incident does not match the runbook?
It says so, follows the closest documented branch, and records the gap. After the incident the gap appears as a proposed edit to the runbook.
See it on one of your own documents
Paste a link to a procedure. The next step and the course exist the same minute.