Postmortem

What it is

A postmortem (or incidentIncidentAn unplanned disruption or degradation of a service that needs an urgent response. review) documents an incident's timeline, impact, root cause, and follow-up actions. Blameless postmortems focus on systems, not individuals.

Why it matters

They turn incidents into lasting fixes. Including support's view adds what customers actually experienced and asked.

Best practices

1. Write within a week – While details are fresh.
2. Quantify customer impact – Tickets, accounts, and revenue affected.
3. Track action items to completion – An unfinished postmortem prevents nothing.

How Decimal helps

Decimal's investigation trail and linked tickets give postmortems an accurate timeline of customer impact.