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Incident communication

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Incident communication

Communication pattern for incidents and planned maintenance across internal and external channels.

howto • updated 2026-03-15

Goal

Keep customers and internal teams aligned during incidents without losing technical accuracy.

Cadence by severity

  • P1: update every 15 minutes.
  • P2: update every 30 minutes.
  • P3: update by milestones (detected, mitigated, resolved).

Message structure

  1. 11) Context

    Define affected service and incident start time.

  2. 22) Impact

    Quantify observed impact (checkout, webhooks, fiscal, dashboard).

  3. 33) Mitigation

    Explain active mitigation and current state.

  4. 44) Next update

    Publish exact time for the next update.
md
### Partial degradation in webhook processing

Start: 10:05 UTC
Impact: 4-minute average delay in billing events.
Mitigation: worker auto-scaling already applied.
Next update: 10:30 UTC.