Status and incidents

Document incident communications and playbooks with this template.

Communication cadence

• Initial post — Timing and owner.
• Update frequency — Interval and channels.
• Resolution summary — What to include.
• Postmortem — Timeline for publication.

Incident playbook

1. Step — Declare/triage instructions.
2. Step — Roles to mobilise.
3. Step — Communication tasks.
4. Step — Mitigation tasks.
5. Step — Review tasks.

Customer impact guidance

• SLA reference — Link or summary.
• Credit/compensation process — Owner and timeline.
• Record retention — How long updates remain accessible.