SaaS provider Incident respond playbook
Pre-Incident Planning
Incident Identification and Classification
Initial Incident Response
Incident Containment and Mitigation
Investigation and Analysis
Incident Communication and Reporting
- Determine the channels and frequency of communication for incident updates and notifications.
- Ensure all relevant stakeholders are included in the communication protocols.
- Specify who is responsible for sending out the updates and notifications.
- Design templates that include key information to be communicated during an incident.
- Tailor the templates to suit the needs and preferences of different stakeholders.
- Include clear instructions on how to use the templates effectively.
- Determine the information that needs to be included in incident reports.
- Establish specific timelines for reporting different incident types.
- Ensure the reporting requirements align with regulatory or contractual obligations.
- Provide training on how to communicate incident updates clearly and concisely.
- Teach team members how to adapt their communication style for different stakeholders.
- Practice effective incident communication through role-playing exercises.
- Establish a system to log all incident communication for future reference.
- Ensure the logs capture relevant details such as date, time, parties involved, and content.
- Regularly review and update the incident communication logs as necessary.
Use in Manifestly