Owner: Technical Account Manager
Scope: customer-facing communication for any Severity 1 or 2 incident. Engineering incident response (paging, incident commander, fix) is covered by the engineering runbook, not this one.
Sev 1: PulseOps unavailable or notifications failing.
Sev 2: Degraded performance with a workaround.
Sev 3: Single-customer issue, handled through normal support.
0-15 min: Contact the primary account contact directly.
Within 1 hour: Update with root cause or current theory.
Same day: Confirm resolution, state postmortem delivery date.
Within 48 hours: Deliver the postmortem.
If the postmortem gets no substantive reply within a few days, request a call rather than sending another document.
On the call: state what happened plainly.
Service credit: propose it before being asked.
Multi-thread: use the recovery to meet the rest of the on-call team.
Trigger: no re-engagement within 7 days of the postmortem on a Sev 1 account.
Note: this trigger is written from the Brightpath recovery. It did not fire in that case, since the call was requested within days rather than left to go quiet.