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customer-incident-update

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Write the customer-facing incident update during an outage — status-page post or email — that's honest about impact without over-promising. Use when asked to write a status page update, draft customer comms for an outage, post an incident notice, or tell customers about downtime. Produces the update in the right tense for the incident stage (investigating / identified / monitoring / resolved), with impact scope, any workaround, and a concrete next-update time. Distinct from incident-postmortem (the internal retro).

plugins/pm-crisis/skills/customer-incident-update/SKILL.md

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Nov 9, 2026

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Repository last updated
Nov 10, 2026
License
MIT

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# Customer Incident Update

During an outage, silence is the second failure. But the customer update is its own craft: say what's affected without guessing at causes, commit to a next-update time you can keep, and never promise a fix-by you don't control. This writes the post for the stage you're in — the messy middle included — so customers feel informed, not managed.

## What This Skill Produces

- **The update**, in the tense of the current stage (investigating / identified / monitoring / resolved)
- **The impact line** — who and what is affected, in the customer's terms
- **The workaround** — if one exists, stated plainly
- **The next-update commitment** — a specific time, always
- **Channel variants** — a terse status-page version and a fuller email if needed

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