Incident Communication and Stakeholder Update Runbook

Trigger

• Any SEV-1 or externally visible SEV-2 incident.

Audience

• Internal: engineering, security, support, product.
• External (as applicable): affected customers and stakeholders.

Cadence

• SEV-1: initial update within 15 minutes, then every 30 minutes.
• SEV-2: initial update within 30 minutes, then hourly.

Message Template

1. Current status (degraded/outage/recovering).
2. Impact scope (features/users/regions).
3. Mitigation actions in progress.
4. Next update time.
5. Workaround (if any).

Channels

• Internal war-room channel.
• Incident ticket/timeline.
• Status page / customer communication channel (if externally visible).

Closure

1. Publish resolved notice with end time.
2. Link post-incident report and corrective actions.
3. Track owner/due dates for remediation items.