Skip to main content
Reference — generated from the toolkit

Source of truth: toolkit/templates/incident-comms.md. Edit it there; this page is regenerated on build.

Incident communication templates

Initial notice (client-facing)​

We're aware of an issue affecting {service/feature} since {time}. We're investigating and will update by {time}. {Impact in plain terms.}

Progress update​

Update on {service}: {what we know}, {what we're doing}, {current impact}. Next update by {time}.

Resolution notice​

{Service} was restored at {time}. {Brief cause in plain terms.} {Any client action needed.} A fuller summary will follow.

Blameless post-incident summary (shareable)​

  • What happened — timeline, impact.
  • Root cause — the system cause, not a person (per the AI-defect incident runbook where AI-generated).
  • What we're changing — the fix and the prevention (gate/prompt/skill/runbook change).

Escalation to Commercial​

S1/S2 → account owner looped in immediately. S3/S4 → in the regular update.