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What is the Incident Agent?

Hours of digging done in minutes. TierZero Incident Agent joins incidents as your right-hand: gathering context, surfacing what’s relevant, and helping you figure out how to stop the bleeding and why it happened.

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How It Works

1

Incident Raised

When an incident is raised, TierZero joins and starts gathering context across logs, metrics, traces, code, deploys, and past incidents. Tag @TierZero to delegate new investigation theories or ask for updates.
2

Root Cause Analysis

TierZero synthesizes signals across your stack, including code changes, logs, traces, metrics, deploys, past incidents, and runbooks, then surfaces high-signal clues to the channel.
3

Close the Loop

Auto-generated post-mortem, action items, and Jira tickets. Reduces the painful “recovery to resolution” cycle from days to hours.

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Key Capabilities

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Real-Time Catch-Up

Keep stakeholders in the loop. When your CTO, customer success, or another engineer joins an incident channel mid-flight, they don’t need to ask “what’s going on?” and no one has to stop debugging to explain.
  • Live dashboard: Full context, timeline, investigation findings, and charts from your observability tools.
  • Ask TierZero directly: Tag it anytime for the latest status or to ask specific questions.
  • Ephemeral Slack message: Private summary sent the moment someone joins the incident.

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Post-Mortem Generation

Post-mortems drafted before the retro starts. TierZero generates a first draft from the signals it collected during the incident.
  • True incident timeline: Grounded in telemetry data collected during the incident.
  • Customer and service impact assessment: Scope and severity documented automatically.
  • Report drafted based on your template, or standard 5-whys format.
  • Action items with suggested ownership: Clear next steps assigned to the right people.
  • SLO impact assessment: Which SLOs were breached, error budget consumed.

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Autonomous Debugging

TierZero goes beyond finding the root cause to generate fix PRs. It correlates errors with specific code changes, identifies the offending commit, and opens a pull request with the fix.
  • Code-level root cause attribution: Pinpoints the exact commit and code path responsible for the failure.
  • Automated fix PR generation: Opens pull requests with proposed fixes, ready for human review.
  • CI/CD failure diagnosis: Intelligent log parsing to identify build and deployment failures.

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Automated Remediation

TierZero executes remediation with one-click approval. Every action logged with full audit trail.
  • Rollback to last healthy deploy: One-click rollback with automatic health validation after deployment.
  • Service restart with health validation: Restart degraded services and verify recovery before marking resolved.
  • Feature flag toggle: Disable problematic features instantly to stop the bleeding.
  • Approval workflows: Human-in-the-loop approval for destructive actions with full audit trail.

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Supported Incident Sources

TierZero integrates with your incident management platform to sync context:

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Use Cases

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Accelerate Incident Resolution

  • Challenge: Engineers spend hours gathering context from multiple tools during incidents.
  • How it works: TierZero auto-joins the incident channel, pulls in telemetry from all connected integrations, and surfaces root cause candidates with evidence.
  • Outcome: 2-minute time to first clue. 40%+ MTTR reduction.

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Consistent Post-Mortems

  • Challenge: Post-mortems get deprioritized, delayed, and sometimes never finished after an incident.
  • How it works: TierZero generates a first draft from the signals it collected (timeline, impact, RCA, five-whys, and action items) so the retro starts with substance, not a blank page.
  • Outcome: Every incident gets a post-mortem. Teams focus on discussing fixes, not reconstructing events.

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Track Incident Metrics

  • Challenge: MTTA and MTTR are hard to measure consistently without manual data entry.
  • How it works: TierZero tracks configurable milestones (time to acknowledge, time to mitigate, time to resolve) automatically based on incident channel activity and external system events.
  • Outcome: Accurate incident metrics without manual effort.

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How to Set Up

  1. Navigate to Settings → Incidents
  2. Configure incident channel name patterns (e.g., inc-*, incident-*)
  3. Select your external incident management system (FireHydrant, Rootly, incident.io, or PagerDuty)
  4. Configure metric definitions and milestones
  5. Enable the Incident Agent

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Viewing Incidents

The Incidents page provides:
  • Overview dashboard: MTTA/MTTR charts and trends over time
  • Incident list: All tracked incidents with status, severity, and key timestamps
  • Incident detail view with tabs:
    • Executive Summary: High-level overview of the incident
    • Timeline: Chronological sequence of events
    • Root Cause Analysis: Findings with confidence levels
    • Five-Whys: Structured root cause analysis
    • Follow-Ups: Action items and their status
    • Communications: Auto-generated stakeholder updates
    • Custom Post-Mortem: Report based on your template

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Best Practices

1. Use Consistent Incident Channel Naming
  • Configure name patterns that match your team’s convention (e.g., inc-*, sev1-*)
  • Consistent naming ensures TierZero automatically joins every incident
2. Connect an External Incident Management System
  • Richer context from FireHydrant, Rootly, or incident.io improves TierZero’s investigation quality
  • External system data is synced in real-time during incidents
3. Configure Relevant Milestones
  • Define milestones that match your MTTR goals
  • Track what matters to your team’s incident response process
4. Review and Refine Auto-Generated Post-Mortems
  • Use the generated post-mortem as a starting point, not the final word
  • Add team-specific context and discuss action items in your retro