# Post-mortem

> Template — copy this page into `operations/postmortems/YYYY-MM-DD-slug.md` after a customer-impacting incident. Delete this callout when you're done.

|              |                       |
| ------------ | --------------------- |
| **Date**     | YYYY-MM-DD            |
| **Severity** | sev-1 / sev-2 / sev-3 |
| **Owner**    | @incident-commander   |
| **Status**   | draft / final         |

## TL;DR

A 2-3 sentence executive summary. What broke, who was affected, how it was fixed, what we'll do about it.

## Impact

* **Users affected:** number / percentage.
* **Calls affected:** number, by status.
* **Duration:** start → end (UTC).
* **What worked / didn't work for users.**
* **Money impact (if any):** lost revenue, refunds, provider costs.

## Timeline

All times UTC. Be ruthless about including the times of detection, escalation, mitigation, and verification.

| Time  | Event                                                                           |
| ----- | ------------------------------------------------------------------------------- |
| 14:02 | Sentry alert fires: `OpenAiTimeoutException` spike.                             |
| 14:04 | On-call ack.                                                                    |
| 14:08 | Identified that OpenAI was returning 503s.                                      |
| 14:12 | Decided to fail-fast and surface "analysis temporarily unavailable" to clients. |
| 14:20 | OpenAI returns to baseline.                                                     |
| 14:25 | Backlog of failed calls re-queued.                                              |

## What went well

* ...
* ...

## What went poorly

* ...
* ...

## Where we got lucky

* ...

## Root cause

The mechanical cause and the contributing factors. **Avoid blame.** Look for systemic issues.

> The pipeline didn't degrade gracefully when OpenAI returned 503s; we retried tightly and exhausted our worker pool, which made existing transcript reads slow.

## Action items

| Action                                                            | Owner  | Priority | Due        |
| ----------------------------------------------------------------- | ------ | -------- | ---------- |
| Add exponential backoff with cap to `OpenAiAnalysisClient`        | @owner | high     | YYYY-MM-DD |
| Cap worker thread pool size; add metric                           | @owner | medium   | YYYY-MM-DD |
| Update [analysis](/features/analysis.md) doc with retry behaviour | @owner | low      | YYYY-MM-DD |

## Lessons learned

A short, opinionated takeaway worth remembering on future on-call shifts.


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