SwimlaneCross-team processComplex

Incident response swimlane

PlantUML swimlane runbook for an incident — monitoring fires, on-call diagnoses, SRE escalation, and customer comms close the loop.

What this diagram shows

Step 01

Triage at the top

Monitoring fires the alert; on-call ack and diagnosis happen in their own lane.

Step 02

Escalate when needed

Unknown root causes pull in SRE Lead — known patterns stay on the on-call lane.

Step 03

Close with comms

Customer Support always updates the status page so the loop ends with a public signal, not just a fix.

About swimlane diagrams

Swimlane diagrams split a process into vertical columns — one per team, system, or role — so handoffs between owners are visible at a glance. They are the natural fit for PRD user flows, approval chains, order fulfilment, and incident response runbooks where who-does-what matters as much as what-happens-next.

This template is written in PlantUML — plain text you can edit, version in git, and regenerate the image from any time.

View PlantUML sourcePlain-text diagram syntax — copy or edit directly.

diagram.mmd

1@startuml
2|#FFB6C1|Monitoring|
3start
4:Alert fires;
5|#FFE4B5|On-call|
6:Acknowledge alert;
7:Initial diagnosis;
8if (Known issue?) then (yes)
9  :Run runbook fix;
10else (no)
11  |#B0E0E6|SRE Lead|
12  :Escalate & assist;
13  :Root cause analysis;
14  |On-call|
15  :Apply fix;
16endif
17|#90EE90|Customer Support|
18:Update status page;
19|On-call|
20:Write postmortem;
21stop
22@enduml

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