Incident Communication Kit
What you say to every customer at once, while it is still broken — written before the adrenaline arrives.
What it is
The broadcast machine for the hours when your service is down, degraded, or behaving strangely and every customer is watching at once. Classifies the incident before a word is written, sets the acknowledgement clock and the update interval by severity, then hands over four pre-skeletoned artefacts so drafting under pressure is assembly, not composition — with the judgment layer that stops you promising an ETA you cannot hold or naming a cause you do not yet know. For founders, support leads and account managers who have to write to everyone while the fire is still burning.
What you receive
the complete customer-facing communication set for a live incident — the first acknowledgement, the timed update shells, the resolution notice and the post-incident letter — plus the cadence clock, the channel ladder, the never-promise list and the remedy decision rule that keep you honest while the fire is still burning
Delivered as a single, complete .md skill file — open it, paste it into any capable chat model, and work. No installation, no account with anyone but us.
Supported models
- Claude (Opus/Sonnet)
- ChatGPT (GPT-4o/5)
- Gemini
- any capable chat model
People reach for it when
- “what to write to customers during an outage”
- “incident status page update template”
- “how to apologise to customers for downtime”
- “post mortem letter to customers example”
- “service disruption email to clients”
Record
lineage: first-party house build
gates passed: demand-evidence · function-fit · beats-the-blank-page
status: IN THE COLLECTION
Sale-time bench runs and the fix-or-refund log attach to this record when the payment room opens.
In the collection. The sale room is being fitted; this work goes on sale when it opens.
Join the house — be written to when sales openBack to the collectionLicense
Free-shelf works ship under the DolceDrago House License — use the outputs freely, personal or commercial; the work file itself stays with the house.