Incident communication best practices
Keep the right people informed during downtime
Incidents have always been a fact of life for people in IT and Ops. Today, it’s also DevOps and customer support teams getting a crash course in incident communication.
Incident communication is the process of alerting users that a service is experiencing some type of outage or degraded performance. This is especially important for web and software services, where 24/7 availability is expected.
Web scale incident communication is more complex than simply sending a bulk email. There are different audiences to consider. Different thresholds for messaging and response expectations.
Since some downtime is inevitable, it’s best to plan ahead and make sure your team is ready.
This is our guide to incident communication best practices. We’ll cover:
- Why incident communication is important
- How to prep for incident communication
- How incident communication pros handle the task
- Why incident communication doesn’t end after the incident
Easily communicate real-time status to your users.