When something breaks, ship clarity fast. The Incident Comms Hub packages a short status clip, a public timeline, and SLAs - so customers know what happened, what you’re doing, and what’s next.
Who it’s for
Customer Success, Support, and Comms teams
Security/IT stakeholders and executive sponsors on the customer side
On-call engineers / incident managers
Why it matters
Transparency saves renewals. Issues happen; trust depends on response. Clear, consistent updates reduce inbound noise, reassure executives, and protect long-term relationships.
How it works (TOF → MOF → BOF)
TOF (Immediate signal):
Publish a 30–60s status clip: what happened, customer impact, mitigation in progress, next update time. Share via email/status page/Slack. Link to the Incident Page.
MOF (On-Site Incident Page):
A Replay page that includes:
Chapters: Overview → Timeline → Mitigation & Fixes → SLAs & Credits → Post-mortem (when ready)
Artifacts: Status badges, affected regions/components, ticket links
Transcript + searchable timeline for legal/exec review
Commitments: Next update ETA, responsible owner, communication cadence
BOF (Human follow-up):
Primary CTA: “Talk to our team.” (embedded calendar or hotline)
Secondary: “Subscribe to updates” · “Request SLA credit info.”
KPIs: Churn-risk mentions · Renewal rate · Support volume (↓) · Time-to-reassurance (first exec view to next step) · Update cadence adherence
Automation: SLAs chapter viewed → CSM outreach with contract context; multiple exec domain views → AE/founder check-in; fix shipped → auto-send resolution clip + incident summary; post-mortem published → notify all impacted accounts with actions taken.