The Impact Statement Discipline During Incidents

Customers care about impact, not cause. The impact statement that customers actually need.

Template

Who is affected. What they cannot do. When it started. When we expect resolution.

Four sentences; nothing more during active incident.

Avoid

Technical jargon. Customers don't care about etcd quorum; they care about login.

Speculation. State only what is confirmed.

Update

Each new finding produces a new impact statement.

Old statements remain visible (with timestamps); the journey is part of the trust.