Incident Lifecycle & MTTR Analytics

LedgerPay Fintech · Last 90 Days

MTTR P90

72m

-8m vs target

MTTA (Acknowledge)

4.2m

+0.4m from last qtr

Time-to-Mitigate

28m

-5m improvement

Reopen Rate (7d)

4.1%

Flat

False Page Rate

11%

+2% (threshold alert)

Incidents per Week

-6 from Q3

Average Incident Lifecycle Duration by Phase

13-Week MTTR Trend (P50 / P90)

Incidents by Root-Cause Category

Slowest P1/P2 Incidents — Last 90 Days (Top 15)

Incident ID	Severity	Service	Detect	Ack	Mitigate	Resolve	Total MTTR	Bottleneck Phase
INC-4388	P1	DB Cluster	41m	2m	18m	22m	83m	Detect
INC-4361	P1	Payment Gateway	8m	1m	52m	14m	75m	Mitigate
INC-4412	P2	API Gateway	11m	3m	38m	19m	71m	Mitigate
INC-4329	P1	Auth Service	27m	2m	21m	16m	66m	Detect
INC-4395	P2	Load Balancer	14m	4m	32m	11m	61m	Mitigate
INC-4377	P1	Kafka Cluster	19m	1m	26m	13m	59m	Mitigate
INC-4403	P2	Notification SVC	22m	5m	19m	10m	56m	Detect
INC-4340	P1	Settlement Batch	9m	2m	31m	12m	54m	Mitigate
INC-4418	P2	Reporting Service	16m	3m	24m	9m	52m	Mitigate
INC-4355	P1	CDN Edge	12m	1m	27m	11m	51m	Mitigate

After-Hours vs Business-Hours MTTR Delta

Runbook Adherence Score by Team

Reopen Trend (13w)

Auto-Resolve Rate

Pages per Engineer On-Call

MTTR P90 by Service Tier & Severity

Service Tier	P1 MTTR (P90)	P2 MTTR (P90)	P3 MTTR (P90)	SLA Target
Tier 1 (Core)	58m	112m	240m	60m / 120m / 360m
Tier 2 (Business)	76m	148m	310m	90m / 180m / 480m
Tier 3 (Internal)	94m	186m	420m	120m / 240m / 600m

P90 Regression Alert

Week 8 Spike Detected

INC-4388 DB failover drove P90 from 64m → 94m (+47%). Detection gap: 41m vs 8m baseline.

Action: Deploy enhanced DB monitoring & auto-failover runbook.

On-Call Capacity Alert

Pages per engineer: 1.8× team norm

Triggered capacity review for Q4 staffing.

Timezone: UTC · Business Hours: Mon-Fri 09:00–17:00 UTC · Data Source: PagerDuty + Jira Service Management · Refresh: Real-time (15s lag) · Last Updated: 2024-01-15 14:23 UTC