Customer Comms During Active Incidents

Customers want updates more than fixes. The comms cadence and tone that holds trust.

First update

Within 15 min of detection. Even 'we're investigating' is enough.

Silence is the worst signal.

Middle updates

Every 30 min. Even if no progress to report.

'Still investigating; current hypothesis is X' is fine.

End

Resolution + cause summary. Honest; specific.

Postmortem follow-up promised.