- [[Software Development]] [[Software Testing]] - Date Created: [[2020-09-12]] - Tone - Admit mistakes openly - Acknowledge that customers' feelings matter. - `We've been leaning on your goodwill and we're all out of it.` [Source]([[Three Basecamp Outages. One Week. What Happened]]) - First paragraph explains what happened and an apology. - Chronological series of events - Each day, split up events into "What you saw" and "What we saw" - "What we're doing to respond/recover" from the incident - End with specific actions on the customer's part and how to get in contact with the team - Examples - [[Three Basecamp Outages. One Week. What Happened]]