Success

Escalation Management — Companion Template

Run high-severity incidents with clear roles, clockwork updates and clean closure. Print or save as PDF.

Incident ID

Severity

Declared at

Incident Commander

Engineering Owner

Comms Lead

CS/Sales Owner

Executive Sponsor

Status

Scope & impact

Affected services/customers Customer impact

First hypothesis & risk

First hypothesis Security / data risk

Timeline & actions

Time (UTC)

Event / action

Owner

Result

Next public update by

Status page / link

Audience

Executive brief (one pager)

Summary Key customers

Decisions needed Next exec update

Resolution & closure

Containment evidence

Resolution details

Credits / terms

Post-incident review (schedule within 5 days)

RCA / contributing factors Detection & monitoring gaps

Actions & owners

Action	Owner	Due	Status

Recap checklist

First update sent within 60–120m Executive brief updated Status page aligned

Resolution message sent Credits/terms decided Post-mortem scheduled ≤5d

Actions logged with owners CRM notes updated on named accounts Thank-you to customer contacts

Back to Playbook

Use with the Escalation Management Runbook. Keep customer updates on a clock; close with evidence; schedule the post-mortem within five business days.