## 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

<Steps>
  <Step title="1) Context">Define affected service and incident start time.</Step>
  <Step title="2) Impact">Quantify observed impact (checkout, webhooks, fiscal, dashboard).</Step>
  <Step title="3) Mitigation">Explain active mitigation and current state.</Step>
  <Step title="4) Next update">Publish exact time for the next update.</Step>
</Steps>

```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.
```

<Tip title="Consistency">Use the same incident identifier across channels to simplify auditing.</Tip>