Your Product Is Down and Tickets Are Flooding In: The Outage Support Playbook

## The First 15 Minutes Define Everything

Your monitoring alerts fire. The product is down. In 15 minutes, your support queue will triple. In 30 minutes, customers will be on Twitter. In an hour, someone from sales will forward you an email from a prospect asking if your product is reliable.

What you do in those first 15 minutes determines whether this is a manageable incident or a brand-damaging event.

## Before the Outage: Build the Infrastructure

If you're reading this during an outage, s...