Operations Runbooks & Incident Response
On-call engineers need fast access to runbooks without exposing infrastructure details.
User Story
"I'm an operations manager at a tech company. On-call engineers need fast access to runbooks and troubleshooting guides without exposing infrastructure details to public AI. We uploaded all our technical documentation and runbooks to SUPERWISE /chat, and now engineers get instant, step-by-step troubleshooting guidance. Incident resolution is faster, infrastructure details stay protected, and we have complete audit trails for post-incident review."
Scenario
- Role
- Operations Manager
- Industry
- Technology
- Challenge
- On-call engineers need fast runbook access; infrastructure details exposure risk; slow incident resolution
- Solution
- SUPERWISE /chat operations runbooks workspace with Knowledge collections and technical support agents (Professional+)
- Outcome
- Faster incident resolution, protected infrastructure details, complete audit trails for post-incident review, instant troubleshooting guidance
How It Works
Step-by-step workflow with feature references
Setup Operations Runbooks Knowledge Base
Operations manager creates Knowledge collection: "Operations Runbooks". Uploads runbooks, troubleshooting guides, incident response procedures, technical documentation. Knowledge collection configured for RAG (automatic). All technical documentation accessible to on-call engineers.
Configure Technical Support Agent
Create Customer-Owned Agent (Professional+) for technical support. Agent system prompt: "You are a technical support assistant. Provide step-by-step troubleshooting guidance using only the provided runbooks. Always cite which runbook or procedure you're referencing." Agent bound to "Operations Runbooks" Knowledge collection. Agent shared with operations team (internal sharing).
Incident Response
On-call engineer opens SUPERWISE /chat and selects technical support agent. Asks: "How do I troubleshoot database connection issues?" Agent searches Knowledge collection, finds runbook, responds with step-by-step troubleshooting guidance. Agent cites source: "According to the Database Troubleshooting Runbook, section 4.2..." Engineer gets instant, accurate troubleshooting guidance with source citations.
Infrastructure Protection
Jailbreak prevention protects critical infrastructure details. Real-time guardrails prevent exposure of sensitive infrastructure information. Technical documentation stays private and auditable. Infrastructure details never leave governed workspace.
Post-Incident Review
Complete audit trails enable post-incident review and learning. Search incident history to identify patterns and improve runbooks. Review incident response effectiveness and optimize procedures. Accountability and learning from past incidents.
Feature Mapping
SUPERWISE and Open WebUI features that power this use case
SUPERWISE Features
- •Customer-Owned Agents for technical support (Professional+)
- •Knowledge collections (runbooks, technical documentation)
- •Jailbreak prevention protecting critical infrastructure
- •Complete audit trails for post-incident review
Open WebUI Features
- •Knowledge collections (RAG-enabled technical documentation)
- •Workspace organization
- •File uploads (runbooks, technical docs)
- •Conversation search (find past incident responses)
Feature Combinations
- →Operations runbooks workspace with RAG for accurate troubleshooting guidance
- →Jailbreak prevention protecting infrastructure details
- →Complete audit trails enabling post-incident learning and accountability
What You Get
- Faster incident resolution.
- Protected infrastructure details.
- Complete audit trails for post-incident review.
Why SUPERWISE
Jailbreak prevention protects critical infrastructure while audit trails enable post-incident accountability and learning.
Ready to Get Started with Operations Runbooks & Incident Response?
See how SUPERWISE /chat enables safe, confident AI use for your team.
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