# AI Incident Runbook — {{Programme}}

## Severity
- **Sev1** — harmful, unsafe or confidential output reached a user
- **Sev2** — quality threshold breached in production, or provider outage
- **Sev3** — degraded latency/cost, elevated refusals

## First 15 minutes
1. Contain: disable the feature flag / route to fallback model / revert prompt version
2. Preserve: capture request IDs, prompts, retrieved context, outputs
3. Notify: {{channel}}, {{business owner}}, {{privacy/legal if data involved}}

## Failure-mode playbooks
**Hallucinated output** → check retrieval hit rate, tighten grounding, add citation requirement.
**Prompt injection** → isolate untrusted content, inspect for exfiltration, rotate exposed secrets.
**Mass refusal** → inspect safety config and system prompt diff, revert last change.
**Provider outage** → route to fallback, publish degraded-mode message to users.

## After
Blameless review within 5 working days. Every incident adds at least one case to the golden eval set.