Incident communicationCrisis managementStakeholder notification
IT Incident Communication Plan
workro desk team·5 min read·10 November 2026
Communication Matrix
| Severity | Internal Notification | External Notification | Update Frequency |
|---|---|---|---|
| P1 — Critical | Immediate (IT Head + CEO) | If customer-facing: within 1 hour | Every 30 minutes |
| P2 — High | Within 30 minutes | If customer-facing: within 4 hours | Every 2 hours |
| P3 — Normal | Within 2 hours | Not required | Daily |
Communication Templates
- Initial notification: What happened, impact, ETA for next update
- Status update: Current status, actions taken, ETA for resolution
- Resolution: What happened, root cause, preventive actions
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