# Incident communication templates

Templates from quackback.io/templates. Replace everything in [brackets]. Each update says what's affected, what you know, what you're doing and when you'll update next. Keep them short, plain and in the past or present tense.

## Investigating

**Title:** [Component] [degraded performance / unavailable]

We're investigating reports that [what customers see, e.g. "some dashboards are failing to load"]. [Who is affected, e.g. "This affects customers in the EU region."] We'll post an update within [30 minutes].

## Identified

**Title:** [Component] [degraded performance / unavailable]

We've identified the cause: [plain-language cause, e.g. "a failed database upgrade"]. We're [what you're doing, e.g. "rolling back the change"]. [What customers can do meanwhile, if anything.] Next update within [30 minutes].

## Monitoring

**Title:** [Component] recovering

We've applied a fix and [component] is [working normally again / recovering]. We're monitoring to make sure it stays that way. [If anything needs action from customers, say so.] Next update within [1 hour], or sooner if anything changes.

## Resolved

**Title:** [Component] [issue] resolved

This incident is resolved. From [start time] to [end time] [time zone], [what customers experienced]. The cause was [cause]. [What you're changing so it doesn't happen again.] [Any data or action customers need to know about.] We're sorry for the disruption. [A full write-up will follow within [5 business days].]

## Scheduled maintenance

**Title:** Scheduled maintenance: [component]

We'll be [what you're doing, e.g. "upgrading our database"] on [date] from [start time] to [end time] [time zone]. During this window, [expected impact, e.g. "the dashboard will be read-only for up to 15 minutes"]. [What customers should do, if anything.] We'll post here when it starts and when it's complete.

### Maintenance in progress

Maintenance on [component] has started. [Expected impact.] We'll update this page when it's complete.

### Maintenance complete

Maintenance on [component] is complete and everything is working normally. Thanks for your patience.