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01
Triage
What happened?
Before anything else: how bad is it, how fast is it getting worse, and what is the actual deadline. Some of what arrives as an emergency is a nuisance, and some of what arrives as a nuisance is about to take down a payment flow. Triage tells the two apart.
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02
Inspect
What do we actually have?
A read of the real system rather than the one in the documentation. Architecture, dependencies, data, deployment, the parts still running that nobody can account for. This is where the unknowns get written down and stop being surprises.
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03
Stabilise
How do we stop making it worse?
The unglamorous phase, and the one that decides whether any of the rest works. A system you cannot build, deploy, restore or observe cannot be safely changed by anyone — so that comes first, before a single feature is touched.
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04
Recover
How do we get it working again?
With the ground no longer moving, the real defects get fixed: the broken integrations, the critical bugs, the functionality that was promised and never arrived. In priority order, with the trade-offs named out loud.
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05
Modernise
What should this become?
Only now. Framework upgrades, infrastructure moves, refactors, the parts genuinely worth rewriting — decided from evidence rather than from distaste. Plenty of engagements never reach this phase, because by the end of phase four the system is doing its job and the money is better spent elsewhere. That is a good outcome, not a lost upsell.