Crisis holding statements
Eight pre-written holding lines for the situations that actually happen, plus the escalation grid — because the worst time to write your first holding statement is during the thing it is holding.
The preview below is the real file, just shortened. Several other resources here are free and need no account.
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# Holding statements
Fill these in now, while nothing is wrong. A holding statement buys you the twenty
minutes you need to find out what actually happened. It is not an apology and it is
not a denial.
**Rule:** acknowledge, state what you are doing, say when you will say more. Never
speculate on cause. Never assign blame. Never say "no comment".
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## 1. Product or service failure
> We're aware that [issue] is affecting [who]. Our team is on it now. We'll update
> here by [time].
## 2. Outage
Shortened for the page. The download is the complete file with every specification filled in and dated.
