214 lines
4.5 KiB
Markdown
214 lines
4.5 KiB
Markdown
# Communication Templates
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Copy-paste templates for incident communications across all channels and severity levels.
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## Internal Communications
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### SEV1 Incident Start
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```
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🚨 SEV1 INCIDENT DECLARED 🚨
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Incident ID: INC-YYYY-MM-DD-XXX
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Impact: [Brief description - e.g., "100% outage, database down"]
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Affected Services: [List services]
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Customer Impact: [All users / X% of users / Specific feature unavailable]
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Roles:
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- Incident Commander: @[name]
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- Technical Lead: @[name]
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- Communications Lead: @[name]
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War Room:
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- Slack: #incident-XXX
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- Zoom: [link]
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Status: Investigating
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Next Update: [Time] (15 minutes or on status change)
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Runbook: [Link if available]
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```
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### SEV2 Incident Start
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```
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⚠️ SEV2 INCIDENT
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Incident ID: INC-YYYY-MM-DD-XXX
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Impact: [Brief description - e.g., "API degraded, 30% users affected"]
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Symptoms: [What users are experiencing]
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IC: @[name]
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Status: Investigating [suspected cause]
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Next Update: 30 minutes
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```
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### Incident Update
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```
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📊 UPDATE #[N] (T+[X] minutes)
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Root Cause: [What we found OR "Still investigating"]
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Mitigation: [What we're doing]
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Impact: [Current status - improving/stable/worsening]
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ETA: [Expected resolution time OR "Unknown"]
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Next Update: [Time]
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```
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### Incident Resolved
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```
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🎉 INCIDENT RESOLVED (T+[X] minutes/hours)
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Final Status: All services operational
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Root Cause: [Brief summary]
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Fix Applied: [What was done]
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Monitoring: Ongoing for [duration]
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Postmortem: Scheduled for [date/time]
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Timeline: [Link to detailed timeline]
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```
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## External Communications
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### Status Page - Investigating
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```
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🔴 INVESTIGATING - [Brief Title]
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We are investigating reports of [issue description].
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Our team is actively working to identify the cause.
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Affected: [Service names]
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Started: [HH:MM UTC]
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Next Update: [HH:MM UTC]
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```
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### Status Page - Identified
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```
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🟡 IDENTIFIED - [Issue Title]
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We have identified the issue as [brief cause].
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Our team is implementing a fix.
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Affected: [Service names]
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Started: [HH:MM UTC]
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Identified: [HH:MM UTC]
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Est. Resolution: [HH:MM UTC]
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```
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### Status Page - Monitoring
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```
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🟢 MONITORING - [Issue Title] Resolved
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The issue has been resolved and services are operating normally.
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We are monitoring to ensure stability.
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Started: [HH:MM UTC]
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Resolved: [HH:MM UTC]
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Duration: [X] minutes
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```
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### Customer Email - SEV1 Postmortem
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```
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Subject: Service Disruption - [Date] Postmortem
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Dear [Product Name] Customers,
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On [Date] at [Time UTC], we experienced a service disruption that affected [all users / X% of users] for approximately [duration].
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What Happened:
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[2-3 sentence summary of the incident]
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Impact:
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- Duration: [X] minutes
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- Affected Users: [percentage or description]
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- Services Impacted: [list]
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Root Cause:
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[1-2 sentence explanation of root cause]
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Resolution:
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[1-2 sentences on how we fixed it]
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Prevention:
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We have implemented the following measures to prevent recurrence:
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1. [Measure 1]
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2. [Measure 2]
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3. [Measure 3]
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We sincerely apologize for the inconvenience and appreciate your patience.
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[Team Name]
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[Company Name]
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```
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## Executive Briefings
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### Initial Notification (SEV1 only)
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```
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Subject: SEV1 Incident - [Brief Title]
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Summary:
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- Incident ID: INC-YYYY-MM-DD-XXX
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- Started: [HH:MM UTC]
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- Impact: [All users affected / X% affected / revenue stopped]
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- Status: [Investigating / Mitigation in progress]
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Current Situation:
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[2-3 sentences explaining what's happening]
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Response:
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- IC: [Name]
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- Team: [X] engineers actively working
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- ETA: [Time if known, "Unknown" if not]
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Business Impact:
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- Revenue: [Estimated $ per hour OR "Minimal"]
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- Customers: [Number affected]
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- SLA: [Yes/No breach, details]
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Next Update: [Time]
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```
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### Resolution Summary (Executive)
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```
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Subject: SEV1 Resolved - [Brief Title]
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Incident INC-YYYY-MM-DD-XXX has been resolved after [duration].
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Timeline:
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- Started: [HH:MM UTC]
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- Identified: [HH:MM UTC]
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- Resolved: [HH:MM UTC]
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- Total Duration: [X] minutes
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Impact:
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- Customers Affected: [Number / percentage]
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- Revenue Loss: [$X estimated]
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- SLA Breach: [Yes/No]
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Root Cause:
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[1-2 sentences]
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Resolution:
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[1-2 sentences on fix]
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Prevention:
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[2-3 key action items with owners and dates]
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Postmortem: Scheduled for [date/time]
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[IC Name]
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```
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## Related Documentation
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- **Severity Matrix**: [incident-severity-matrix.md](incident-severity-matrix.md) - When to use each template
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- **Examples**: [Examples Index](../examples/INDEX.md) - Real communications from incidents
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- **Templates**: [Templates Index](../templates/INDEX.md) - Full incident timeline and postmortem templates
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---
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Return to [reference index](INDEX.md)
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