Encoding Incident Operational Playbook

1. Check Service Status Page

Visit https://status.bitmovin.com/ for the latest updates on any ongoing incidents or outages.

Cloud Region: If the issue is isolated to a specific region, switch to another region by setting the cloud_region while creating the encoding job.
Cloud Provider: If a specific cloud provider is impacted, switch to another supported provider or region by setting the cloud_region while creating the encoding job.

If all encoding jobs are affected, raise a Priority (P0) ticket via https://dashboard.bitmovin.com/support/tickets/create.
Post in the designated Slack channel to notify the wider team about the issue and include the incident description, error messages, and any relevant details.
Escalation: If you do not receive a response within a reasonable time frame, escalate the issue to your Customer Success Manager and the Account Owner.

To reduce system load and improve performance during the incident, decrease the number of concurrent encoding jobs.

Specify a list of fallback regions to be used if the preferred region is unavailable. To configure fallback regions, refer to the Encoding API Documentation.
Fallback regions are not a global setting and can only be configured during encoding creation.
The fallback region(s) must belong to the same cloud provider as the default one. You can configure up to 3 fallback regions.
This is applicable only for VOD encodings and managed encodings.
Cloud egress charges apply for different regions.

Allow cloud regions and providers to be configured dynamically, enabling quick adaptation to outages and ensuring continuous service.

Updated about 18 hours ago