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Understand incident severity, escalation flow, and communication expectations so your team can respond quickly.
Audience: Security leads, operations teams, and customer success teamsTypical time: 10 minutes
Before You Begin
- Register primary and backup contacts for security and operations incidents.
- Document internal escalation tree for severity 1 and severity 2 events.
- Agree on approved channels for customer and stakeholder updates.
Guide walkthrough
1
Step 1
Set incident contacts and escalation paths
Define primary and backup contacts before any production incident occurs.
- Register at least two operational and security contacts.
- Define your internal escalation chain for urgent incidents.
- Set preferred channels for incident updates and follow-up.
What success looks like
Set preferred channels for incident updates and follow-up.
2
Step 2
Align on severity and response expectations
Ensure your team understands how response urgency and update cadence map to severity levels.
- Review severity definitions and response timelines.
- Align internal runbooks with external status communication.
- Identify who can approve customer-facing incident communications.
What success looks like
Identify who can approve customer-facing incident communications.
3
Step 3
Close the loop after containment
Ensure post-incident reviews produce clear corrective actions and assign owners.
- Document timeline, impact, and root-cause summary.
- Assign preventive action items with owners and due dates.
- Share a customer-facing summary when required.
What success looks like
Share a customer-facing summary when required.
What success looks like
- Severity mapping and response cadence are documented and shared.
- Post-incident corrective actions are tracked to closure.