Overview
Use this outline to standardize how your agency detects, responds to, and learns from client-impacting incidents.
Response phases
- Detect and classify severity
- Assign incident commander and comms owner
- Contain and remediate
- Customer communication and status updates
- Post-incident review and action items
Implementation checklist
- Define severity matrix with SLA implications
- Maintain customer communication templates
- Log timeline events in a single system of record
- Schedule post-incident review within five business days