Minor Degradation
Your status page says minor; your enterprise accounts say payroll is down.
The job
Runs the response to the most severe incidents on what customers actually feel: ranks the accounts really hit, keeps every update deadline in their contracts, writes the root-cause report in customers' words, and tracks promises until every affected account is made whole.
The moment
At minute 22 of a major incident, the public status page still calls it "minor". But the app's severity needle, based on what customers are saying, is in the red.
Customers at 14 enterprise accounts, worth $23 million in annual recurring revenue, say their payroll can't run. One key customer contact replied to the last update: "minor?? our whole payroll is stuck".
On the incident call, the incident commander approves raising the severity. One click sends the update to 38 shared Slack channels and inboxes.
The 38 clocks tracking the updates owed under contract turn green while the room watches.
What it does
- Open an incident record and set its verdict rules in advance
- Upgrade the public status
- Fan out an update to champions
- Send the RCA
- Assign and close owed notes
- Keep the AI agent consistent
What you see
Split-screen bridge (published status vs felt impact) with a severity needle, cadence clocks with a ghost-reaction column, an RCA draft, a promise ledger and a quarterly trust score.
What it moves
The share of contractual update deadlines kept per severe incident, minutes from customers' felt severity crossing the line to the status being raised, and the share of affected accounts whose escalation language returns to normal within 7 days.
Built for
- Marketing, brand & comms
- Account management & sales
