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.
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.
Step 3
Close the loop after containment
Post-incident review should produce clear corrective actions and owners.
- Document timeline, impact, and root-cause summary.
- Assign preventive action items with owners and due dates.
- Share a customer-facing summary when required.