サポートインシデント対応フレームワーク

## Incident #[number] - [title]
**Status:** In Progress
**Severity:** [SEV1/SEV2/SEV3]
**Time Detected:** [YYYY-MM-DD HH:MM UTC]

### Issue Summary
[Brief description of the issue - 1-2 sentences]

### Customer Impact
- Systems/services affected: [list affected services]
- Impact type: [complete outage/degraded performance/feature unavailability]
- Estimated affected customers: [number/percentage if known]

### Current Actions
- [Bullet points of what the team is currently doing]

### Next Update
Next status update expected by [time] UTC

## Incident #[number] - [title] - UPDATE #[X]
**Status:** In Progress
**Severity:** [SEV1/SEV2/SEV3]
**Time Detected:** [YYYY-MM-DD HH:MM UTC]
**Last Updated:** [YYYY-MM-DD HH:MM UTC]

### Current Status
[Brief description of the current state - 1-2 sentences]

### Progress Since Last Update
- [Bullet points of actions taken and progress made]

### Ongoing Customer Impact
- [Updated impact assessment]
- Current ticket volume: [number]
- Notable patterns: [describe any patterns in customer reports]

### Next Steps
- [Bullet points of planned actions]

### Next Update
Next status update expected by [time] UTC

## Incident #[number] - [title] - RESOLVED
**Status:** Resolved
**Severity:** [SEV1/SEV2/SEV3]
**Time Detected:** [YYYY-MM-DD HH:MM UTC]
**Time Resolved:** [YYYY-MM-DD HH:MM UTC]
**Duration:** [X hours Y minutes]

### Resolution Summary
[Brief description of how the issue was resolved]

### Final Impact Assessment
- Systems/services affected: [list affected services]
- Total customers impacted: [number/percentage if known]
- Total tickets received: [number]

### Follow-up Actions
- [Any post-incident actions customers should take]
- [Any monitoring customers should perform]

### Additional Information
A full post-incident review will be conducted and findings shared as appropriate.

For any additional questions, please contact support referencing Incident #[number].

## Incident #[number] - [title] - HANDOFF
**Status:** In Progress
**Current Region:** [EMEA/AMER/APAC]
**Handoff To:** [EMEA/AMER/APAC]
**Handoff Time:** [YYYY-MM-DD HH:MM UTC]

### Current Situation
[Brief summary of current status - 2-3 sentences]

### Customer Impact Status
- Active tickets: [number]
- Pending responses: [number]
- Escalated issues: [number]

### Communication Status
- Last status.io update: [time] UTC
- Next scheduled update: [time] UTC
- Draft status update: [link or text]

### Priority Actions for Next Shift
1. [Most important action]
2. [Second priority action]
3. [Additional actions as needed]

### Key Stakeholders
- [List of key contacts involved]

### Handoff Acknowledgement
Please acknowledge receipt of this handoff in the incident channel.

## Incident #[number] - [title] - SUPPORT RESOURCES
**Status:** In Progress
**Time:** [YYYY-MM-DD HH:MM UTC]
**Resource Request Type:** [Initial/Update/Release]

### Current Support Load
- Active incident-related tickets: [number]
- Current response time: [time]
- Queue health status: [Healthy/Strained/Critical]

### Resource Allocation
- AMER: [X] engineers allocated to incident
- EMEA: [X] engineers allocated to incident
- APAC: [X] engineers allocated to incident

### Priority Guidelines
1. [Top priority issue type]
2. [Second priority issue type]
3. [Standard handling for other issues]

### Special Handling Instructions
- [Any special routing or handling instructions]
- [Any customer-specific considerations]

### Actions Needed
- [Team leads]: [specific action requested]
- [Regional managers]: [specific action requested]
- [Other stakeholders]: [specific action requested]

### Duration Estimate
This resource allocation is expected to remain in place for approximately [time period].

## Incident #[number] - [title] - CUSTOMER IMPACT REPORT
**Status:** [In Progress/Resolved]
**Time:** [YYYY-MM-DD HH:MM UTC]

### Impact Summary
[Brief description of customer impact - 2-3 sentences]

### Impact Metrics
- Total customers reporting issues: [number]
- Percentage of customer base: [estimated percentage]
- Geographic distribution: [regions affected]
- Customer segments affected: [Enterprise/SMB/Personal]

### Common Issues Reported
1. [Most common issue] - [X] reports
2. [Second most common issue] - [X] reports
3. [Third most common issue] - [X] reports

### Customer Sentiment
- Current CSAT trending: [Stable/Declining/Improving]
- Notable customer concerns: [list major themes]

### Recommended Actions
- [Technical team]: [recommended action]
- [Communications team]: [recommended action]
- [Customer success]: [recommended action]

### Additional Information
[Any other relevant details about customer impact]

## Incident #[number] - [title] - CMOC ACTIVATION
**Status:** In Progress
**Activation Time:** [YYYY-MM-DD HH:MM UTC]
**Requested By:** [Name/Role]

### Activation Criteria Met
- [List specific criteria that triggered activation]

### Current Support Status
- Active tickets: [number]
- Affected customers: [number/types]
- Current response time: [time]

### Initial CMOC Actions
1. [First immediate action]
2. [Second immediate action]
3. [Ongoing monitoring focus]

### Resource Requirements
- Personnel needed: [specific roles/numbers]
- Tools/access needed: [specific requirements]
- Stakeholder engagement needed: [specific teams]

### Actions Needed
- [CMOC]: Acknowledge activation and implement response plan
- [Regional managers]: [specific action requested]
- [Technical teams]: [specific action requested]

### Communication Plan
- Initial customer communication to be sent by: [time]
- Coordination meeting scheduled for: [time]
- Reporting cadence: [frequency]

## Incident #[number] - [title] - SUPPORT SUMMARY
**Status:** Resolved
**Incident Duration:** [start time] to [end time] UTC
**Report Time:** [YYYY-MM-DD HH:MM UTC]

### Support Response Summary
[Brief overview of the support response - 3-4 sentences]

### Key Metrics
- Total tickets handled: [number]
- Peak tickets per hour: [number]
- Average response time: [time]
- Support resources utilized: [number of staff]

### Customer Impact Analysis
- Most affected customer segments: [details]
- Geographic distribution: [details]
- Common workarounds provided: [list]

### Effectiveness Assessment
- What worked well: [bullet points]
- Improvement areas: [bullet points]
- Tool/process gaps identified: [bullet points]

### Follow-up Actions
- [Specific action items with owners and timelines]

### Lessons Learned
[Key takeaways for future incident response]

## Incident #[number] - [title] - TECHNICAL TO SUPPORT HANDOFF
**Status:** [In Progress/On Hold/Resolved]
**Time:** [YYYY-MM-DD HH:MM UTC]

### Technical Summary
[Brief technical explanation of the issue - keep simple and customer-focused]

### Customer-Facing Impact
- What customers are seeing: [observable symptoms]
- Affected components/features: [specific details]
- Scope of impact: [broad/limited/specific customers]

### Workaround Instructions
[Step-by-step workaround if available]

### Customer Communication Guidance
- Key points to communicate: [bullet points]
- Points to avoid mentioning: [bullet points]
- Technical accuracy verified by: [name]

### Expected Resolution
- Estimated time to resolution: [timeframe if known]
- Fix delivery method: [hotfix/regular release/etc.]

### Actions Needed
- [Support team]: [specific guidance on ticket handling]
- [CMOC]: [guidance on status.io messaging]
- [Other teams]: [any other coordination needed]

## Incident #[number] - [title] - EXECUTIVE SUMMARY
**Status:** [In Progress/On Hold/Resolved]
**Time:** [YYYY-MM-DD HH:MM UTC]

### Situation Overview
[Concise explanation of the incident - 1-2 sentences]

### Business Impact
- Customer impact: [High/Medium/Low] - [brief description]
- Revenue impact: [Yes/No/Unknown] - [brief description if Yes]
- Reputation risk: [High/Medium/Low] - [brief explanation]

### Response Status
- Technical response: [On track/Delayed/Blocked] - [brief status]
- Support response: [On track/Delayed/Blocked] - [brief status]
- Communications: [On track/Delayed/Blocked] - [brief status]

### Key Metrics
- Duration so far: [time]
- Estimated time to resolution: [time or unknown]
- Support tickets: [number]
- Affected customers: [number/percentage]

### Critical Decisions Needed
[List any decisions requiring executive input]

### Next Update
Next executive update scheduled for: [time] UTC