> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stackra.figentra.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 0185 — Incident response, on-call, the status page and support tiers

> Accepted · 2026-10-20

## Context

The owner's answers OB4 to OB6, OB12, OR11, PP13 (mem L558, L560, L563, L578, 2026-10-20) fix the on-call tool, the severity levels, the postmortem rule, the public runbook split and the support tiers. The gap analysis (P1-9 and P1-14) notes that the team is one
owner plus agents, so the Enterprise 24/7 tier needs a second human before it is sold.

## Decision

1. **On-call (OB4).** Better Stack runs on-call. SEV1 pages 24/7.
2. **Severities (OB5).** SEV1 to SEV4. Each has a Linear issue. A postmortem is written within five business days.
3. **Status page (OB6).** A public status page starts at the first external customer.
4. **Runbooks (OB12).** Generic runbooks are public. Environment-specific runbooks are private.
5. **Support tiers (OR11).** Community, Business (next business day) and Enterprise (4-hour response on SEV1, 24/7).
6. **Channel (PP13).** Stackra uses GitHub Discussions for community support.

## Consequences

* A public runbook can be read by a customer, so environment details stay private.
* Enterprise 24/7 is a promise, so it is not sold until a second on-call person or an outside provider exists (open question 1).

## Enforcement

planned — the Better Stack on-call schedule and the status page are configured in `@stackra/infra-observability` (ADR 0171); the runbook split is checked when runbooks are published.

## Open questions

1. Do not sell the Enterprise 24/7 tier until a second on-call human or an outside provider exists (gap analysis P1-9). The owner decides.

## Alternatives

* Enterprise 24/7 with the owner alone on call: not chosen; the gap analysis flags it.

## Supersedes and sources

Supersedes: none. Sources: owner answers OB4–OB6, OB12, OR11, PP13 (`stackra-decisions-2026-10-19.md` L558, L560, L563, L578, 2026-10-20); gap analysis P1-9 and P1-14.


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